Customer Success Associate

Role & Responsibilities

• Act as the primary point of contact for customers and ensure a smooth, professional customer experience.
• Build and maintain strong, long-term relationships with existing customers.
• Regularly communicate with customers to understand their requirements, concerns, feedback, and expectations.
• Handle customer queries related to orders, delivery status, invoices, payments, and other service-related matters.
• Coordinate with Sales, Operations, Purchase, Warehouse, Accounts, and Delivery teams to resolve customer issues promptly.
• Track customer orders from order placement through delivery and ensure timely follow-up.
• Proactively follow up on pending orders, delayed deliveries, shortages, replacements, returns, and other open issues.
• Maintain accurate records of customer interactions, complaints, resolutions, and follow-ups.
• Identify recurring customer problems and coordinate internally to improve service quality.
• Collect customer feedback and share relevant insights with management and concerned departments.
• Monitor customer satisfaction and take proactive steps to prevent customer dissatisfaction or loss.
• Support customer retention and encourage repeat business through consistent service and relationship management.
• Prepare regular reports related to customer complaints, pending issues, order status, customer activity, and service performance.
• Ensure timely escalation of critical or unresolved customer issues to the appropriate senior team member.
• Follow company policies, SOPs, and service standards while dealing with customers.
• Assist in improving customer service processes, communication standards, and overall customer experience.

Preferred Candidate Profile

• Graduate in any discipline.
• 2 to 6 years of experience in Customer Success, Customer Support, Client Servicing, Sales Coordination, Telecalling, or a similar role.
• Experience in pharmaceutical distribution, FMCG, healthcare, wholesale, or B2B business will be an advantage.
• Strong verbal and written communication skills.
• Good interpersonal and relationship-management skills.
• Customer-focused attitude with a strong sense of ownership and responsibility.
• Ability to handle customer complaints and difficult situations professionally.
• Good follow-up and coordination skills.
• Comfortable communicating with customers over phone calls, WhatsApp, email, and other communication channels.
• Good working knowledge of MS Excel/Google Sheets and basic computer applications.
• Ability to maintain accurate records and prepare basic reports.
• Strong organizational skills with the ability to manage multiple customers and follow-ups simultaneously.
• Should be proactive, disciplined, and comfortable working in a target- and deadline-oriented environment.
• Ability to coordinate effectively with multiple internal departments.
• Fluency in Hindi/Bengali will be preferred, depending on the customer base.
• Candidates with a problem-solving mindset and willingness to learn will be preferred.

Key Skills

Customer Relationship Management | Communication | Problem Solving | Follow-up | Coordination | Complaint Handling | Order Management | MS Excel | Reporting | Customer Retention