Customer Care Officer

About the role

The Customer Care Officer will act as the primary point of contact for our clients, guiding them through onboarding, addressing enquiries, and ensuring ongoing satisfaction with our SaaS platform. This role combines proactive relationship management with day‑to‑day support activities.

Key responsibilities

• Onboard new customers before and after implementation, conducting regular reviews and health checks.
• Handle inbound and outbound calls, manage OTRS tickets, and process cancellations or contract renewals.
• Gather post‑training feedback, negotiate upsell opportunities, and retain existing clients.
• Maintain a control room during office hours to monitor service quality.
• Compile daily efficiency and productivity reports for management.

Required profile

• Positive, empathetic, and professional attitude toward customers at all times.
• Strong communication skills, able to explain platform features and train users.
• Ability to resolve complaints while keeping customers informed.
• Proactive mindset to identify cross‑selling opportunities.

Required skills

• Experience using OTRS ticketing system.