Customer Support Agent

This is a remote position.

Role Overview
The CSA provides operational support to the Sales team by managing lead administration, client onboarding, PDMR coordination, CRM support, payments, refunds, transfers, and process tracking, ensuring accurate and timely client support.

1. Lead Management

• Enter, verify, assign, and update leads in the CRM.
  
• Identify and resolve duplicate, referral, and renewal leads.
  
• Maintain accurate referral information and lead allocation.
  
• Monitor daily lead assignments and escalate discrepancies.
  

2. Client Onboarding & PDMR

• Contact newly enrolled clients and guide them through onboarding.
  
• Share, track, review, and approve PDMRs.
  
• Follow up on pending PDMRs and coordinate with Wellness Ambassadors.
  
• Resolve PDMR issues with IT and ensure clients move to the assignment queue.
  
• Coordinate PDMRs for Luke’s consultations.
  

3. CRM & IT Support

• Raise and track CRM/system-related tickets with IT.
  
• Follow up on unresolved issues and ensure timely resolution.
  
• Maintain documentation of recurring issues and solutions.
  
• Keep the Sales team updated on ticket status.
  

4. Refunds & Transfers

• Coordinate approved refunds, collect required details, and track completion.
  
• Manage program transfers, including approvals, CRM updates, backend coordination, and client onboarding.
  
• Ensure all transfer records are accurately updated.
  

5. Installments & Invoices

• Monitor installment payments and conduct timely follow-ups.
  
• Maintain accurate payment records and coordinate with Finance.
  
• Manage overdue payment follow-ups and program discontinuation processes.
  
• Coordinate invoice requests with Accounts and track completion.
  

6. Employee Referral Tracking

• Maintain the Employee Referral Tracker and update lead status.
  
• Verify referral eligibility.
  
• Prepare monthly referral payout reports.
  
• Coordinate with HR and Finance on payout-related queries.
  

7. Daily Operational Support

• Maintain all operational trackers and CRM data accurately.
  
• Respond to Sales team requests and proactively escalate issues.
  
• Provide backup support to the team during leave or high workload.
  
• Identify opportunities for process improvement and automation.
  
• Handle additional responsibilities assigned by the Sales Manager.
  

Salary: 3 - 5 L