Customer Success Specialist

About the Role

As a Customer Success Agent, you will be the primary point of contact for our dental clients and professionals. You will ensure a seamless customer journey by providing timely support, addressing escalations, and driving customer satisfaction and retention.

Key Responsibilities

• Handle and resolve customer escalations related to dental products or services, ensuring adherence to internal processes.
• Act as a liaison between dentists/customers and internal teams for quick and effective issue resolution.
• Use knowledge of delivery services, logistics partners, and eCommerce workflows to manage queries efficiently.
• Conduct timely follow-ups to maintain high levels of customer satisfaction.
• Accurately document and update customer support cases in the CRM.
• Identify improvement opportunities and contribute ideas for enhancing processes and customer experience.

Requirements

• Experience in customer support roles within eCommerce or logistics-driven organizations.
• Proven expertise in handling escalations (voice/call support preferred).
• Excellent verbal and written communication skills.
• Strong empathy, patience, and a customer-first mindset.
• Familiarity with CRM tools (

  Zoho

  ,

  Salesforce

  ,

  Freshdesk

  , etc.) is an advantage.
• Ability to multitask, prioritize, and work effectively in a fast-paced environment.