Customer Success Executive

We are looking for a Customer Success Executive to join our customer service team. The candidate will be responsible for interacting with customers, understanding their concerns, providing appropriate solutions, and ensuring a positive customer experience.

The ideal candidate should have excellent communication skills, a customer-friendly attitude, and the ability to handle customer queries professionally over calls, chats, and emails.

Key Responsibilities

• Handle inbound and outbound customer calls professionally.

• Understand customer concerns, requirements, and service-related issues.

• Provide accurate information and appropriate solutions to customers.

• Resolve customer queries within the defined turnaround time.

• Follow up with customers to ensure their concerns have been properly resolved.

• Handle customer complaints and escalations calmly and professionally.

• Maintain a positive and professional relationship with customers.

• Guide customers regarding products, services, processes, and account-related queries.

• Coordinate with internal teams to resolve customer issues.

• Maintain proper records of customer interactions, complaints, and resolutions.

• Update customer information and communication details in the CRM/system.

• Follow company processes, quality standards, and customer service guidelines.

• Meet daily, weekly, and monthly customer service performance targets.

• Maintain good call quality, customer satisfaction, and resolution rates.

• Identify recurring customer issues and communicate them to the concerned team.

• Assist in customer retention by understanding concerns and providing suitable solutions.

• Ensure timely follow-ups with customers regarding pending requests.

• Handle multiple customer interactions while maintaining service quality.

Required Skills

• Excellent verbal and written communication skills.

• Good English and Hindi communication skills.

• Strong listening and interpersonal skills.

• Customer-focused and problem-solving approach.

• Ability to handle difficult or irate customers professionally.

• Good convincing and negotiation skills.

• Comfortable working with calls, emails, chats, and CRM systems.

• Ability to work under targets and deadlines.

• Basic computer knowledge and familiarity with MS Office/Google Workspace.

• Good typing and documentation skills.

Eligibility

• Graduate in any discipline.

• Freshers can apply.

• Candidates with BPO, customer support, telecalling, customer service, or client-handling experience will be preferred.

• Candidates should be comfortable handling customers over calls.

• Good communication and professional attitude are essential.

Performance Parameters

• Customer Satisfaction (CSAT)

• First Call Resolution (FCR)

• Average Handling Time (AHT)

• Call Quality

• Response and Resolution Time

• Customer Retention

• Daily/Monthly Productivity

• Adherence to company processes

Preferred Candidate Profile

We are looking for someone who is:

• Confident while speaking with customers.

• Patient and polite while handling complaints.

• Comfortable making and receiving customer calls.

• Quick at understanding customer problems.

• Good at explaining solutions in a simple manner.

• Responsible for taking ownership of customer issues until resolution.

• Comfortable working in a target-driven BPO/customer service environment.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.