Customer Service Representative – BC Step
Company: Unisteps IT Solutions
Product: BC Step – Business Operating Network (BON)
Location: Mumbai
Employment Type: Full-time
Experience: 1–3 years
Department: Customer Service / Customer Success
Reports To: Customer Success Manager / Business Head
About BC Step
BC Step is a digital business operating system designed to connect ERP, Chat, HRM, Task Management, workflows and business processes on a single connected platform.
We are looking for a proactive and customer-focused Customer Service Representative who can become the first point of contact for our customers and ensure a smooth, positive experience with BC Step.
Key Responsibilities1. Customer Support
- Handle customer queries through phone, email, WhatsApp and other communication channels.
- Understand customer issues and provide timely and accurate solutions.
- Explain BC Step features and functionalities clearly to customers.
- Guide customers through basic product usage and troubleshooting.
- Maintain a professional and positive relationship with customers.
2. Customer Onboarding
- Assist new customers during onboarding and implementation.
- Conduct basic product demonstrations and orientation sessions.
- Help customers understand modules such as ERP, Chat, HRM and Task Manager.
- Follow up with customers after onboarding to ensure successful adoption.
3. Issue Resolution & Coordination
- Record, track and follow up on customer complaints and requests.
- Coordinate with the Technical / Product / Development teams for technical issues.
- Ensure that customer issues are followed through until closure.
- Keep customers updated about the status of unresolved issues.
4. Customer Relationship Management
- Regularly interact with existing customers to understand their requirements and feedback.
- Identify opportunities to improve customer experience.
- Collect customer feedback and communicate important insights to management.
- Build long-term relationships with customers and key users.
5. Documentation & Reporting
- Maintain accurate records of customer interactions and support requests.
- Update CRM/customer databases regularly.
- Prepare basic reports on complaints, resolutions, customer feedback and pending issues.
- Maintain FAQs and support documentation wherever required.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer-handling and interpersonal skills.
- Good listening and problem-solving abilities.
- Comfortable communicating with business owners, managers and professionals.
- Basic understanding of software/SaaS products.
- Good knowledge of MS Office / Google Workspace.
- Ability to learn new software quickly.
- Good follow-up and coordination skills.
- Ability to remain calm and professional while handling difficult customers.
Preferred Candidate
We would prefer someone who is:
- Customer-focused and service-oriented.
- Confident while speaking to customers on the phone.
- Comfortable giving software demonstrations.
- Energetic, organised and proactive.
- Good at following up and closing open issues.
- Interested in technology and business software.
- Comfortable working in a growing start-up environment.
Experience in CRM, ERP, SaaS, IT services or software support will be an advantage.
Key Performance Indicators (KPIs)
The candidate will be evaluated on:
- Customer response time
- Issue resolution time
- Customer satisfaction
- Number of successfully resolved queries
- Customer onboarding completion
- Follow-up effectiveness
- Customer retention and engagement
- Quality of customer feedback captured
What We Offer
- Opportunity to work with an innovative business technology product.
- Exposure to customers across multiple industries.
- Opportunity to grow into a Customer Success / Account Management role.
- Fast-paced and entrepreneurial work environment.
- Performance-based growth opportunities.
Ideal Candidate Profile
“Someone who can listen to the customer, understand the problem, coordinate internally, and make sure the customer gets a solution.”
To Apply:
Candidates may share their CV with the HR/Recruitment team of Unisteps IT Solutions.
Pay: ₹12,000.00 - ₹30,000.00 per month
Work Location: In person
