Customer Success Executive

We are looking for a proactive, customer-focused, and detail-oriented Customer Success Executive who can manage customer queries, resolve issues, coordinate with internal teams, and help us build strong customer relationships.

Key Responsibilities:

1. Customer Support and Query Resolution

• Handle customer queries, complaints, and feedback through email, phone, WhatsApp, and other communication channels.
• Provide timely, polite, and effective resolutions to customer concerns.
• Coordinate with warehouse, logistics, and operations teams to resolve order and delivery issues.
• Maintain accurate records of customer interactions, complaints, and resolutions.

2. Customer Feedback, Reviews and Ratings

• Proactively contact customers to collect feedback on their purchase and product experience.
• Encourage customers to share honest reviews and ratings on the relevant platform, wherever permitted by the platform's policies.

3. Customer Relationship Management

• Ensure customers receive timely updates and a smooth experience throughout their purchase journey.
• Handle dissatisfied customers with patience, empathy, and a solution-oriented approach.

Required Skills and Qualifications:

• Minimum 1 year of experience in e-commerce and customer support.
• Experience handling customer queries on Amazon, Flipkart, Shopify, or similar platforms.
• Excellent written and verbal communication skills in English and Hindi.
• Strong problem-solving skills and a customer-first mindset.
• Good follow-up skills, attention to detail, and the ability to manage multiple tasks.
• Basic to intermediate knowledge of MS Excel or Google Sheets.
• Ability to coordinate with different teams and take ownership of issues until resolution.
• Comfortable working in a fast-paced, growing e-commerce business.

What We Are Looking For:

• A proactive individual who follows up on pending issues without constant supervision.
• Someone who can handle difficult customer conversations calmly and professionally.
• A results-oriented person who can consistently work towards customer satisfaction and feedback collection targets.