Customer Care Service

ONSTO (One Stop) Media House is a full-service media production studio based in Bengaluru, offering end-to-end creative solutions — studio rentals, video shoots, podcast production, post-production editing, graphic design, live streaming, branding and content strategy.

We partner with content creators, brands, businesses, and influencers to bring their ideas to life — from pre-production to final delivery.

As a Client Services Representative, you will be the key touchpoint between clients and our internal creative & technical teams. You will ensure client satisfaction, manage expectations, and help grow relationships.

Key Responsibilities

Client Relationship Management

• Act as the primary point of contact for clients throughout the project lifecycle
• Onboard new clients: understand their goals, scope, and requirements
• Maintain regular communication (email, phone, meetings) to update clients about progress, milestones, and deliverables
• Handle client queries, clarifications, feedback, and concerns promptly
• Ensure clients feel valued, informed, and confident in our services

Project Coordination & Internal Liaison

• Translate client requirements into actionable briefs for the internal teams (producers, editors, designers, technical crew)
• Track project timelines, deliverables, dependencies, and milestones
• Coordinate with production, post-production, studio operations, graphic design, and marketing teams to ensure seamless execution
• Anticipate potential bottlenecks or risks and communicate proactively to both clients and internal teams
• Ensure internal teams have all necessary resources, information, and clarity to execute client deliverables

Sales & Upsell / Cross-sell

• Identify opportunities to upsell additional services (e.g. motion graphics, branding, live streaming, graphic design) to existing clients
• Assist in preparing proposals, quotations, and service packages
• Support client negotiations and contract finalization processes

Client Satisfaction & Quality Control

• Ensure deliverables are delivered on time, to scope, and of high quality
• Review final outputs (video edits, graphics, deliverables) for adherence to client feedback
• Collect client feedback after project completion, conduct satisfaction checks
• Resolve client complaints or escalations in collaboration with relevant teams
• Monitor client retention, follow up for subsequent projects

Reporting & Metrics

• Maintain CRM or client database with updated details, communication logs, project status
• Generate periodic reports: client satisfaction metrics, revenue from existing clients, churn rate, upsell success, project delivery status
• Provide insights to leadership on client behavior, service gaps, and improvement opportunities

Qualifications & Skills

Required

• Bachelor's degree (preferably in Communications, Business, Media, Marketing or related field)
• 1–3 years of experience in client servicing, account management, or customer success (ideally in a creative / media / agency / production environment)
• Excellent written and verbal communication skills (English + local language)
• Strong interpersonal skills; ability to build rapport and manage client expectations
• Organized, detail-oriented, with ability to manage multiple projects simultaneously
• Problem-solving mindset; able to anticipate issues and offer solutions proactively
• Basic understanding of media/production workflows (video, audio, editing, graphics) — enough to liaise meaningfully with internal teams
• Ability to work under deadlines, adapt to changing priorities, and remain calm under pressure

Preferred

• Experience working in a media / video production house, creative agency, or digital content company
• Familiarity with project management tools (Trello, Asana, Monday, etc.)
• CRM experience (Salesforce, HubSpot, Zoho, etc.)
• Upselling / cross-selling experience
• Basic knowledge of video terminology, post-production processes, or technical media aspects

Key Competencies / Attributes

• Client-first attitude and service orientation
• Strong organizational & multitasking skills
• Proactive communication and follow-through
• Adaptability & flexibility
• Team player, collaborative mindset
• Persuasive and confident in client interactions
• Good business acumen and understanding of revenue drivers

Reporting & Work Context

• Reports to: Head of Client Services / Head of Business Development or Managing Director
• Works closely with: Production, Post-Production, Studio Operations, Graphic Design, Marketing
• Office location: Bengaluru (Whitefield / EPIP Zone)
• Working hours: standard office hours; may require flexibility based on shoot schedules or client needs
• Travel: occasional travel to client sites, shoot locations may be required

Performance Metrics / KPIs

• Client satisfaction / NPS / feedback scores
• Client retention / repeat business ratio
• Project delivery success (on time, within scope)
• Upsell / cross-sell revenue contribution
• Number of clients handled, response times, resolution times
• Accuracy of reporting and issue escalation