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Customer Success Specialist

2 months ago

Vadodara, India Smoothmix Full time
Are you someone who thrives on connection, loves solving problems, and is ready to bring high energy to a role where your ideas and passion can make a real impact?
At Smoothmix, we’re not just another company—we’re a family, blending creativity, innovation, and community to create the smoothest experience for our customers.
We’re looking for someone who’s as excited about growing with us as we are about growing with you. If you’re looking for a place where no two days are the same, where you can flex your customer success skills while being part of a fast-moving, vibrant team, we’d love to meet you
Company Description
Smoothmix is a herbal blend company based in Gujarat, India, focused on providing a smoother, cleaner experience for everyone.
Role Description
This is a full-time on-site role as a Customer Support Executive at Smoothmix in Vadodara, Gujarat. The Customer Support Executive will be responsible for providing online support, ensuring customer satisfaction, and delivering excellent customer service and technical support on a day-to-day basis along with managing B2B leads and queries.
Work Timings
Mon - Sat
9:45 AM - 5:45 PM
Qualifications
Interpersonal Skills and Communication abilities
Strong Analytical Skills
Ability to prioritize and multitask effectively
Excellent organizational and time management skills
Bachelor's degree in Business Administration or related field
Key Responsibilities
Query management
Daily checking , responding and reporting on all relevant customer channels including, Bitespeed, ENGAGE (CRM software), Email , Customer support device , and Instagram direct messages .
Understanding issues and establishing needs of the leads coming into smoothmix via various customer channels to ensure the accurate product pitch for the accurate customer profile .
Setting up and closing a sale, or fulfilling the requests of a customer/ audience to ensure prompt and superior customer experience
Order Management
Customizations - Updating dispatch team with order details and required customizations in the given format, and ensuring the completion of customizations before daily dispatch.
Refunds - Assessing the case-by-case issues and processing full/ partial refund based on the rules set by smoothmix, and executing the communication to the customer regarding the same.
Cancellations - Processing cancellations and updating relevant teams to ensure efficiency in order processing, and minimizing wastage.
Order hygiene management - Systematic checking for the accuracy of order details like Address, pincode, contact info. Etc, and executing the relevant changes to ensure swift and accurate delivery.
Daily Delivery Status checks
NDR - Non delivery requests
Establish contact with the customer to understand the context of NON DELIVERY (understanding the reason and establish a solution and action steps.
Take action based on the context. Action could be refund, reorder , or contacting destination hub/ delivery partner or managing customer expectations .
Managing expectations of the customer and updating about the next steps of the process
Ensuring delivery or fulfillment of promise .
Delayed Deliveries
Understand reason for delays and Establish new timelines .
Update Customer and set expectations for new delivery timelines
Maintain customer relations by ensuring delivery and giving proactive updates .
ENGAGE Management - Order tracking and updates portal.
Daily checks to ensure the timely deliveries for customers
Solve customer queries and take required actions .
International Order Tracking and updates
Track In-Transit orders for international deliveries every Tuesday and Thursday
Update or solve issues with international deliveries.
B2B Query/Order management
Identifying B2B leads from all channels and updating the ‘Leads tracker’ to ensure quick action to convert interested people.
Establish a connection with the leads and understand their requirements by a series of questions outlined by smoothmix.
Fulfilling the requests for samples, marketing materials catalogs, price lists or any other relevant document or data required to close the deal.
Collection of their relevant Data and updating the ‘Leads Tracker’ to ensure alignment for all the teams involved.
Frequent Check Ins and follow ups after deal is closed to encourage a good working relationship and update about ongoing offers or schemes .
Uploading Customer reviews to the website
Collecting and uploading customer reviews to the website, and making required changes to maintain an overall high rating (every 15 days)
Updating ‘people tracker’
Following the sheet format , identify and update the ‘ interesting people tracker ’ with relevant links and context.
Required Skills
Fluency in English
Persuasion skills
Rapport building skills
Telephone etiquette
Meeting etiquette
Selling skills
Negotiation skills
Listening skills
Questioning skills
Required Knowledge
Microsoft tools: Excel, word, docs, and other softwares
Using the Internet to find relevant info for a task
Basic understanding of Relationship Management
Negotiation tactics
Management systems
Shipping Dashboard Management
Our website: