Customer Success Associate

We are a fast-growing e-commerce company specializing in DIY furniture, and we're looking for a highly motivated Senior Customer Service Associate to join our team. This role requires excellent communication skills, a strong sense of ownership, and the ability to operate in a fast-paced, high-growth environment.

Role & responsibilities:

• Handle customer queries through email, calls, and chat with professionalism and accuracy
• Investigate and resolve customer issues by coordinating with internal teams and following SOPs
• Ensure all interactions meet internal quality standards and customer satisfaction targets
• Work on CRM tools and maintain updated records of customer interactions
• Follow up on open cases to ensure timely closure and resolution
• Escalate complex issues appropriately and contribute to case resolution
• Maintain thorough knowledge of product listings, return policies, and warranty terms
• Provide post-sale support, including replacement, refund, and installation coordination
• Track and update customer data and feedback for continuous improvement
• Participate in process improvement initiatives as required

Skills & Qualifications:

• Bachelors degree preferred
• 1-3 years of experience in customer service (e-commerce preferred)
• Excellent verbal and written communication in English
• Proficient in Microsoft Excel and general computer skills
• Strong problem-solving abilities and attention to detail
• High bias for action and strong ownership mindset
• Ability to work independently and collaboratively in a team

Preferred candidate profile

• Prior experience handling customer issues via email/calls/chats
• Familiarity with CRM tools and ticketing systems
• Understanding of e-commerce processes and order fulfilment workflows

Why Join Us?

• Complete Day Shift: 8:30 AM to 5:30 PM
• Health Insurance Provided By the Company
• SIM and Recharge Provided By the Company
• Be part of a growing company with career advancement opportunities
• A dynamic work culture that values innovation and accountability

Note: Both fresher and experienced candidates can apply.