Customer Success Executive

As a Customer Success Executive, you will be responsible for handling customer queries, resolving order-related issues, coordinating with internal teams and logistics partners, and ensuring a positive customer experience.

The candidate must be comfortable communicating with customers through phone calls, WhatsApp, Instagram, email, and other support channels.

Fluency in both Hindi and English is compulsory for this role.

• Key ResponsibilitiesRespond to customer queries through phone calls, WhatsApp, Instagram, email, and website chat.
• Communicate professionally in both Hindi and English.
• Assist customers with product selection, pricing, order placement, payments, shipping, and delivery queries.
• Track delayed, missing, damaged, or incorrectly delivered orders.
• Coordinate with warehouse, logistics, accounts, sales, and other internal teams.
• Follow up with courier partners regarding delivery issues and proof of delivery.
• Handle customer complaints patiently and professionally.
• Provide regular updates to customers until their issue is completely resolved.
• Assist customers with returns, replacements, refunds, cancellations, and payment-related issues.
• Follow up with customers regarding pending payments, incomplete orders, and abandoned enquiries.
• Support customers with bulk orders, wholesale pricing, and product availability.
• Maintain proper records of customer conversations, complaints, and resolutions.
• Identify recurring customer issues and report them to the management team.
• Build long-term relationships with customers and encourage repeat purchases.
• Collect customer feedback and share useful insights with the relevant teams.
• Ensure all customer queries are handled within the expected response and resolution time.
• Language RequirementsFluency in spoken and written Hindi is compulsory.
• Fluency in spoken and written English is compulsory.
• The candidate must be comfortable handling customer calls in both Hindi and English.
• Knowledge of Kannada or any additional regional language will be an advantage.
• Skills and Qualifications1–3 years of experience in customer support, customer success, telesales, e-commerce, or a related role is preferred.
• Freshers with strong communication and problem-solving skills may also apply.
• Strong verbal and written communication skills.
• Good listening and problem-solving abilities.
• Comfortable handling customer complaints and difficult conversations.
• Ability to communicate politely even during high-pressure situations.
• Basic knowledge of Microsoft Excel and Google Sheets.
• Comfortable using WhatsApp Business, email, CRM, and customer support tools.
• Ability to manage multiple customer conversations and follow-ups.
• Good coordination and organisational skills.
• Experience with Shopify, e-commerce, courier companies, or logistics operations will be an advantage.
• Must be patient, responsible, organised, and customer-focused.

Key Performance IndicatorsThe candidate’s performance will be measured based on:

• First response time
• Average resolution time
• Number of customer queries resolved
• Customer satisfaction
• Pending complaint closure rate
• Follow-up completion rate
• Accuracy of customer communication
• Repeat purchase and customer retention
• Proper maintenance of customer records
• Reduction in unresolved customer complaints
• Working ScheduleFull-time, work-from-office position
• Location: Bengaluru
• Weekly off as per the company schedule
• Candidates should be comfortable working during peak sale periods and handling high customer enquiry volumes
• What We OfferCompetitive salary based on experience and skills
• Performance-based incentives
• Opportunity to work with a fast-growing e-commerce company
• Exposure to customer experience, logistics, sales, and e-commerce operations
• Training and career growth opportunities
• Supportive and collaborative working environment

Please apply only if you are fluent in both Hindi and English.