Customer Success Associate

Job Description

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 13 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 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.