Customer Success Executive
Kurla, Mumbai
Open for Freshers
Customer Relationship Management (CRM) ToolEffective CommunicationProblem SolvingActive ListeningHardware TroubleshootingMultilingual customer supportTime ManagementConflict ResolutionProduct KnowledgeData EntryConsumer Feedback AnalysisEmpathyCollaborationTraining And DevelopmentEscalation ProceduresKnowledge Base DevelopmentAdaptabilityAttention to detailMultitaskingCustomer Service Metrics Reporting
Job Description:
Overview
- This role involves acting as the primary point of contact for clients, ensuring their satisfaction and success while using the platform.
- The individual will engage directly with customers to understand their needs, resolve issues, and provide guidance on platform features and functionalities.
- They will work closely with internal teams to communicate client feedback and help improve the overall user experience.
- Respond promptly and effectively to customer inquiries via phone, email, or chat, ensuring a positive and professional interaction.
- Assist clients in navigating the platform, providing step-by-step support to help them utilize features optimally.
- Identify and troubleshoot technical or usage issues, escalating complex problems to the appropriate teams when necessary.
- Maintain detailed records of customer interactions, issues, and resolutions to track trends and improve service quality.
- Proactively follow up with clients to ensure their issues are resolved and to gather feedback on their experience.
- Collaborate with product and development teams to relay customer insights and contribute to platform enhancements.
- Educate customers on new features, updates, and best practices to maximize their engagement and satisfaction.
- Manage multiple client accounts simultaneously, prioritizing tasks to meet service level agreements and deadlines.
- Contribute to the creation and maintenance of support documentation and FAQs to empower customers with self-service options.
- Participate in training sessions to stay updated on platform changes and customer service techniques.
- By providing exceptional support and guidance, this role directly influences customer retention, satisfaction, and overall platform adoption.
- Effective communication and problem-solving skills will help build strong client relationships and foster trust in the platform.
