Customer Success Associate

Job Title: Customer Success Executive (with Sales Support)Role SummaryWe are looking for a high-ownership Customer Success Executive who can handle customer conversations end-to-end — from first response to order conversion to post-order support.

This is not a passive support role. You will be responsible for:

• Converting inquiries into orders
• Managing customer relationships
• Ensuring fast, clear, and professional communication
• Key Responsibilities1. Customer Handling (Primary Role)Respond to all incoming WhatsApp, website, and marketplace queries
• Maintain response time under 5 minutes during working hours
• Understand customer requirements and suggest the right products
• Share quotations, product details, and close orders
• 2. Sales Support & ConversionFollow up with warm leads and abandoned inquiries
• Call customers to close high-value or bulk orders
• Upsell and cross-sell relevant products
• Maintain a conversion-focused approach (not just answering queries)
• 3. Order CoordinationCoordinate with packing/operations team for order processing
• Ensure correct details (SKU, quantity, pricing) before order confirmation
• Handle order-related queries, delays, and escalations
• 4. Post-Sales ExperienceCall customers for feedback after delivery
• Handle complaints, returns, and replacements professionally
• Ensure customer satisfaction and repeat orders
• 5. Data & ReportingUpdate all interactions in tracking sheets/CRM
• Maintain records of:
• Leads handled
• Orders converted
• Follow-ups done
• Highlight common customer issues or patterns
• Daily KPIs (Non-Negotiable)Leads handled per day
• Response time (<5 mins)
• Calls made
• Conversion rate (%)
• Revenue generated

👉 If numbers are not tracked, performance will not be considered.

• Required SkillsStrong Hindi + basic English communication
• Confident on calls (no hesitation)
• Fast typing & WhatsApp handling
• Basic understanding of sales mindset
• Ability to handle pressure & multiple chats
• Preferred Traits (Very Important)Takes ownership (doesn’t wait to be told)
• Follows up without reminders
• Thinks in terms of “closing” not just “replying”
• Attention to detail in orders and communication
• What This Role Is NOTNot a back-office job
• Not a “reply-only” support role
• Not for people who avoid calls or follow-ups
• Working StructureWork Mode: Office
• Working Hours: 9 AM to 6 PM
• Weekly Off: Sunday and 2 Saturdays in Month
• Salary + Incentives
• Fixed Salary: ₹20,000 to ₹25,000
• Performance Incentives based on:
• Conversions
• Revenue
• Customer satisfaction