Customer Success Specialist

Job Description

Bikester Global is a fast-growing motorcycle gear and accessories brand selling online and offline. The role involves handling queries, resolving issues, processing returns/exchanges, and ensuring a smooth post-purchase experience that builds customer trust and loyalty. Key Responsibilities: Customer Interaction & Support: Respond to customer queries via phone, email, WhatsApp, and chat. Guide customers on product selection, size queries, payment options, and order tracking. Handle order modifications, cancellations, returns, and refunds smoothly. Collect customer feedback and relay common concerns to improve service. Post-sale Activities: Assist with warranty claims or product service issues. Share invoices, shipping updates, and return labels as needed. Update CRM or order management systems with customer interactions. Reporting & Process Improvement: Maintain logs of customer issues and resolutions. Share weekly/monthly support data and insights with the team. Contribute to improving FAQs, helpdesk documentation, and internal SOPs. Requirements: Atleast 1 years of experience in customer support, preferably in e-commerce or retail. Strong written and verbal communication skills in English Empathy, patience, and ability to resolve issues with a customer-first mindset. Basic Excel/Google Sheets skills for data entry and reporting. Proactive problem solver with attention to detail