Customer Success Executive

Role Overview:

The Customer Success Agent will be responsible for delivering exceptional support and assistance to students throughout their accommodation booking journey. The role involves resolving student queries, coordinating with internal teams and accommodation partners, ensuring timely communication, and providing a seamless customer experience from booking confirmation to move-in. The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and a customer-first mindset.

Key Responsibilities:

• Act as the primary point of contact for students regarding accommodation-related queries.
• Respond to student inquiries via calls, emails, WhatsApp, and other communication channels.
• Provide timely updates on booking status, documentation requirements, and move-in processes.
• Coordinate with property partners and internal teams to resolve customer concerns efficiently.
• Handle escalations and ensure prompt resolution while maintaining a high level of customer satisfaction.
• Maintain accurate records of interactions and updates in CRM systems.
• Follow up proactively with students to ensure a smooth booking and onboarding experience.
• Assist students with booking modifications, cancellations, and special requests as per company guidelines.
• Collaborate with Sales, Operations, Verification, and other stakeholders to ensure seamless service delivery.
• Meet customer satisfaction and response time targets.

Required Skills & Competencies:

Excellent verbal and written communication skills.

Strong customer service and relationship management skills.

Ability to handle multiple conversations and tasks simultaneously.

Good problem-solving and conflict-resolution abilities.

High attention to detail and process adherence.

Comfortable working in night shifts.

Proficiency in MS Office, Google Workspace, and CRM tools.

Ability to work effectively in a fast-paced environment.