About the role
About the RoleWe are looking for a Customer Success Executive/Manager to oversee customer support operations and enhance the overall customer journey. This role involves managing service channels, improving customer satisfaction, and acting as the voice of the customer within the organization while ensuring a seamless and delightful experience.
Roles & Responsibilities
- Manage day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, phone)
- Develop and implement SOPs for efficient resolution of customer queries and complaints
- Monitor and manage KPIs such as response time, resolution time, CSAT, and NPS
- Handle escalations and ensure timely resolution of critical customer issues
- Design and implement strategies to enhance customer experience and loyalty
- Gather and analyze customer feedback to identify improvement areas
- Collaborate with product, marketing, and operations teams to address customer needs
- Implement and optimize CRM tools, live chat platforms, and ticketing systems
- Track and analyze customer data to identify trends and actionable insights
- Prepare reports on customer service performance and present insights to leadership
- Proactively identify potential challenges and recommend solutions
Skills Required
- Strong communication and interpersonal skills
- Ability to handle escalations and manage difficult situations with empathy
- Proficiency in CRM and customer service tools (e.g., SAP)
- Strong analytical and problem-solving skills
- Good knowledge of MS Excel and data analysis
- Ability to manage multiple tasks in a fast-paced environment
Experience
- Minimum 2–7 years of experience in Customer Service / Customer Experience roles
Educational Qualification
- Bachelor’s/Master's degree in Business Administration, Marketing, or related field
Key Competencies
- Customer Experience Management
- Escalation Handling & Resolution
- Data Analysis & Reporting
- Cross-functional Collaboration
- Process Improvement
Why Join Us
- Work with a globally recognized premium brand
- Exposure to international clients and markets
- Fast-paced, growth-driven work environment
- High ownership with strong learning opportunities