Customer Success Executive

Job Description

• Handling customer queries – after sales support, support for bulk orders, product queries etc
• Handling channels like email, chat and voice communication for pre-sale and post-sale queries
• Managing the end-to-end journey of a customer from order placement to fulfilment to post sale service
• Liaising with other departments such as logistics and operations to troubleshoot and resolve issues
• Contributing with ideas and suggestions on continuously improving the overall efficiency of various departments for customer satisfaction.

Qualifications

• 2-5 years of experience in customer support for an ecommerce brand (preferably startup)
• Strong written and verbal communication skills to communicate clearly and concisely with the customer across all channels of communication
• High energy with the capability to multitask in a dynamic, fast-growing startup
• Patience, empathy, and a positive attitude when dealing with challenging customer interactions.
• Excellent problem-solving skills and a strong ability to troubleshoot.
• Ability to work independently or as part of a team.
• Ensure all customer inquiries are followed up on to ensure satisfaction and resolution.
• Effectively resolve customer complaints and issues in a timely and professional manner, escalating when necessary.
• Build connection with customers, ensuring a positive and engaging experience with the brand.
• Develop and maintain a deep understanding of the company’s products, services, policies, and systems.

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Job Type: Full-time

Work Location: In person