Customer Success Executive
Sector 48, Delhi NCR
0 years 4 months
Customer Relationship Management (CRM) ToolMulti-Channel MarketingCustomer RetentionConflict ResolutionActive listeningGood Interpersonal SkillsData EntryTime ManagementProblem SolvingProduct KnowledgeCustomer complaint handlingTeamworkPerformance ReportingCommunication SkillAdaptabilityAttention to detailConsumer Feedback AnalysisBasic Computer KnowledgeStress ManagementMultitasking
Job Description:
Overview
- This role involves managing customer interactions across multiple channels including chat, email, and phone calls to ensure high levels of customer satisfaction and retention.
- The executive is responsible for handling customer inquiries, resolving issues, and preventing cancellations by providing timely and effective solutions.
- They work closely with customers to understand their needs, address concerns, and promote continued engagement with the company's products or services.
- Maintaining detailed records of customer interactions and feedback is essential to identify trends and improve service quality.
- The role requires balancing proactive outreach to retain customers and reactive support to resolve problems efficiently.
- Collaboration with other departments such as sales, marketing, and technical support is necessary to deliver a seamless customer experience.
- Executives must stay updated on product knowledge and company policies to provide accurate information and guidance.
- Performance metrics such as customer retention rates, resolution times, and customer satisfaction scores are key indicators of success in this position.
- Effective communication skills and empathy are critical to building trust and rapport with customers.
- The position demands adaptability to handle a blended process environment involving multiple communication channels and diverse customer needs.
- Respond promptly and professionally to customer inquiries via chat, email, and phone.
- Identify reasons for potential cancellations and work to resolve issues to retain customers.
- Document all customer interactions accurately in the CRM system.
- Collaborate with internal teams to escalate and resolve complex customer issues.
- Provide feedback to management on customer trends and potential service improvements.
- Meet or exceed monthly targets related to customer retention and satisfaction.
- Maintain up-to-date knowledge of products, services, and company policies.
- Handle customer complaints with patience and professionalism to ensure positive outcomes.
- Assist in developing customer retention strategies and initiatives.
- Participate in training sessions to enhance customer service skills and product knowledge.
