Customer Success Executive

Customer Success Executive

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About the Role:

We are seeking a highly motivated and empathetic Customer Success Executive to join our growing D2C imitation jewellery business. This role is pivotal in delivering a superior customer experience, ensuring satisfaction, and building long-term customer relationships. You will be responsible for proactively engaging with customers via calls and over DMs, addressing their concerns, ensuring timely resolutions, and supporting retention initiatives.

Key Responsibilities:

• Proactively call and follow up with customers to ensure satisfaction and loyalty

• Resolve customer issues and queries in a timely and effective manner

• Enhance customer retention through personalized support and engagement

• Maintain a positive, empathetic, and professional attitude at all times

• Utilize data and feedback to suggest improvements to the customer experience

• Collaborate with internal teams (operations, logistics, etc.) to ensure seamless service delivery

• Maintain accurate records of customer interactions

Qualifications & Skills:

• Prior experience in a D2C (Direct-to-Consumer) brand is mandatory

• Minimum 1 year of relevant customer support or success experience

• Strong communication and interpersonal skills with a focus on empathy

• Excellent command of spoken and written English

• Knowledge of any regional language (like Malayalam, Telugu, etc) will be a plus

• Solid analytical skills and a solution-oriented mindset

• Ability to multitask and work in a fast-paced environment

• Empathetic, soft-spoken

• Bachelor's degree in any discipline

Additional Information:

• 6-day working schedule

• Friendly, supportive, and collaborative work environment

• Growth opportunities within the customer experience team