Customer Success Executive

Job Description

Role Overview: The Customer Success Executive will play a key role in maintaining strong relationships with Flash Deliverys franchise partners. This includes managing platform updates, resolving merchant queries, and collaborating effectively with franchise partners to address and resolve their concerns. The ideal candidate will have 1-3 years of experience in a similar role, preferably with companies like BlinkIt, Swiggy Instamart, Zepto, or other online delivery platforms. Strong communication skills, proficiency in platform handling, and a solid understanding of the UK market are essential for this role. Key Responsibilities: Catalogue Management: Regularly update and maintain the product catalogue on the platform to ensure accuracy and relevancy. Query Resolution: Address and resolve queries from franchise partners (merchants) efficiently and effectively. Franchise Collaboration: Build and nurture relationships with franchise partners, acting as a point of contact for their needs and concerns. Issue Escalation: Identify recurring issues, provide timely solutions, and escalate technical or complex problems to the appropriate teams when necessary. Platform Handling: Manage the backend platform for Flash Delivery, ensuring smooth operations and timely updates for franchise partners. Communication: Serve as a liaison between franchise partners and internal teams to streamline communication and problem-solving. Feedback Integration: Gather feedback from franchise partners to improve platform functionality and overall experience. Qualifications and Skills: Experience: 1-3 years in customer success, merchant management, or similar role, preferably with companies like BlinkIt, Swiggy Instamart, Zepto, or other online delivery platforms. Market Knowledge: Understanding of the United Kingdom market, franchise models, and customer behavior is essential. Communication Skills: Strong verbal and written communication skills in English to engage effectively with UK-based partners. Technical Proficiency: Familiarity with platform handling, backend systems, and basic tech troubleshooting is a must. Problem-Solving: Proactive approach to identifying and resolving issues efficiently. Education: Bachelors degree in Business Administration, Communication, or a related field. Collaboration: Ability to work cross-functionally with internal teams to ensure franchise partner success.