Customer Success Executive

Key Responsibilities:

• Manage customer queries and support requests through multiple channels (calls, WhatsApp, email, chat)
• Onboard new customers with a warm, personalized experience, ensuring they feel confident in their choice.
• Monitor customer satisfaction and proactively address issues to avoid churn.
• Build long-term customer relationships by listening, understanding, and guiding them. Collaborate with marketing to create engaging communication that educates rather than sells.
• Track key customer success metrics (satisfaction score, repeat orders, referrals, churn rate.
• Identify upsell opportunities organically only when they genuinely add value for the customer.

Requirements:

• 2–4 years of experience in Customer Success / Relationship Management (preferably in D2C, FMCG, or e-commerce).
• Strong communication skills in English, Hindi, and/or Marathi.
• Empathy-driven mindset with genuine care for customer well-being.
• Experience in customer-centric platforms like Amazon, Myntra, Flipkart, BigBasket, or similar will be highly valued.
• Ability to multitask, remain calm under pressure, and resolve problems with patience.
• Candidates residing in or near Viman Nagar, Pune preferred for better coordination.