Customer Success Manager

Company Description

Founded in 2016, Healthmug is a leading online healthcare platform in India. Healthmug provides convenient access to AYUSH medicines and other wellness products with PAN India delivery. Our platform offers free online consultations with experts in fields like homeopathy, ayurveda, unani, and nutrition. Healthmug also collaborates with healthcare professionals through our Doctors Connect program, providing them with exclusive benefits and resources. Our core values include accessibility, excellence, innovation, collaboration, and trust, all aimed at empowering individuals on their path to health and wellness.

Role Description

This is a full-time, on-site role located in New Delhi for a Customer Success Manager. The Customer Success Manager will be responsible for ensuring customer satisfaction, maintaining customer retention, and building strong relationships with customers. Daily tasks include engaging with customers, resolving their issues, providing exceptional customer service, and analyzing customer feedback to improve their experience. The role also involves collaborating with various departments to ensure seamless operations and customer support.

Qualifications

• Customer Satisfaction and Customer Service skills
• Analytical Skills for understanding customer needs and behaviors
• Customer Retention and Relationship Building skills
• Excellent communication skills
• Ability to work collaboratively with team members
• Bachelor's degree in Business, Marketing, or related field
• Experience in the healthcare industry is a plus
• Proactive problem-solving abilities
• Team management

Key Responsibilities:

1. Social Media Engagement & Query Handling

• Monitor and respond to customer queries, complaints, and feedback on platforms like Facebook, Instagram, Twitter, LinkedIn, YouTube, and other relevant channels.
• Ensure prompt responses to maintain a positive brand image.
• Address customer concerns with accurate and satisfactory resolutions while maintaining brand tone and voice.
• Escalate unresolved issues to the concerned department and ensure timely follow-ups.

2. Reputation Management

• Track, analyze, and manage brand mentions, reviews, and comments across social media, online forums, and review sites.
• Handle negative comments, crisis situations, and online trolls professionally.
• Take proactive measures to improve brand perception by encouraging positive engagement.

3. Customer Relationship Management

• Build and maintain strong relationships with customers by engaging with them positively.
• Follow up with customers to ensure their concerns are resolved and their experience improves.

4. Reporting & Analysis

• Identify trends in customer concerns and suggest improvements for brand communication and service enhancement.

5. Collaboration & Strategy Execution

• Work closely with the customer service team to align ORM strategies with business goals.

Personality Traits:

• Empathetic & Patient:

  Able to handle customer complaints with a positive attitude.

• Proactive & Problem-Solver:

  Takes initiative in resolving issues before they escalate.

• Detail-Oriented:

  Ensures responses are accurate and error-free.

• Team Leader:

  Works well with other departments to resolve customer concerns effectively.