Customer Success Executive

Dsoft is hiring the Customer Success Executive for SuvarnaSetu - Jeweler's Personalized Business App. Our specialized platform aims to elevate retail jewellers business through personalized promotion strategies in app. The candidate should have pleasing personality & good convincing & communication skills. Hands on experience on CRM software & huge database management. Should be able to handle B2B & B2C customers and able to provide technical support as when required. Candidate shall be self-motivated & high on achievement orientation, Should have the ability to deliver results and handle pressure.

Technical Skills: Proficiency in using computers, Ms Office, MIS handling etc.

Eligibility Criteria: Any graduate or diploma, Associates degree in customer servicing would be add-on advantage. Add-on preference for candidates having work exposure in technical support or related industry.

Job Responsibilities:

1. Mobile & Website Management:

Work closely with various internal and external teams to design, test, and deploy custom applications and websites for jewellers.

Ensure platforms are delivered on time and meet industry standards and client requirements.

2. End-to-End Client Support:

Provide comprehensive support, addressing all client concerns, issues, and suggestions promptly.

Facilitate communication between clients and developers to ensure a smooth user experience.

3. Training & Onbording:

Organize and lead training sessions for jewelers, ensuring they understand the full capabilities of their mobile applications and websites.

Create user-friendly guides, tutorials, and ongoing training resources to enhance the clients use of the platform.

4. Continuous Improvement:

Collect and evaluate client feedback to suggest improvements and new features.

Collaborate with the technical team to implement these updates and resolve any issues swiftly.

5. Closures & Monthly Targets:

Ensure at least 25% of projects are successfully closed each month, meeting client expectations and deadlines.

Maintain consistent communication with clients to provide updates and confirm satisfaction with completed projects.

6. Documentation & Reporting:

Maintain accurate and detailed records of all project milestones, client interactions, and issues.

Prepare regular performance reports to provide insights into client satisfaction, project progress, and areas for improvement.

7. Punctuality & Work Approach:

Exhibit a high level of punctuality and professionalism, consistently meeting deadlines and client expectations.

Approach all tasks with a proactive, problem-solving mindset, ensuring timely project delivery while maintaining a focus on quality and attention to detail.

Communicate effectively with clients and internal teams to foster collaboration and ensure clarity in all project-related activities.

Experience: Minimum 1 to 2 Years Experience is required. Add on advantage to the candidate having experience of Jewelry OR Diamond retail/wholesale/manufacturer industry.