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Michael Page
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Sr. Customer Success Manager

Sr. Customer Success Manager

Michael Page

0 years

0 Lacs

gurgaon haryana india

Posted:2 days ago| Platform:

Apply

Skills Required

chat query escalation tracking management marketing design engagement communication crm api voip software drive

Work Mode

On-site

Job Type

Full Time

Job Description

Opportunity to learn
Great growth pace

About Our Client

The hiring organisation is a well-established player in the mechanic centric quick commerce platformAll customer interaction channels: WhatsApp, Helpline calls, App enquiries, web chat

Ensure TAT-based query resolution (orders, product availability, delivery, returns, payment issues)
Build SOPs, scripts, escalation matrix, and tracking mechanisms
Monitor customer query trends to flag product gaps, catalogue issues, and delivery pain points��Management & Inside Sales
Manage incoming generated by marketing and field teams (mechanic sign-ups, product enquiries, promotions)
Convert incoming into orders / repeat orders / catalogue adoption
Design inside sales playbook: pitch formats, objection-handling guides, mechanic call scripts
Own funnel KPIs: order %, repeat rate, conversion time�� Team Management
Manage a team of 4-8 Customer Executives / Inside Sales Agents
Train team on product knowledge, mechanic behaviors, catalogue usage & CRM
Build incentive plans focused on conversion, CSAT, and repeat

engagement

The Successful Applicant

Experience in customer care, inside sales, or contact center, ideally in B2B orsupply-chain-led business

Strong communication skills (Hindi + English essential; Telugu/Kannada/Marathi

advantageous)

Ability to build and manage scripts, playbooks, SOPs, dashboards, FCR, SLAs
Familiarity with CRM tools, WhatsApp Business API, VOIP systems, or customer software

Strong problem-solving skills and ability to drive conversion under pressure

What's On Offer

Opportunity to work with a reputed organisation
Company culture that fosters growth and innovation.

Contact: Parul Tripathi

Quote job ref: JN-122025-6894598

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