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Customer Success Executive

2 months ago

India DSLR Technologies Full time

About us: DSLR is a house of fashion brands. We empower individuals to express themselves through lifestyle brands.

Funding: We have raised $7M from Accel, Matrix and marquee angel investors.

Expectations:

  • Respond promptly and accurately to customer queries via phone calls, chats, and other communication channels.
  • Gather valuable customer feedback and insights through calls and share notes with Product, Sales, and Marketing teams to drive continuous improvement and innovation.
  • Update internal databases with information related to technical issues and productive discussions with customers, ensuring a seamless support experience.
  • Monitor customer complaints on social media platforms and promptly reach out to provide resolutions, demonstrating empathy and understanding.
  • Coordinate with Delivery Partners to ensure the timely dispatch and delivery of products, proactively addressing any logistical challenges that may arise.
  • Connecting with the reporting manager or highlighting cases for faster resolution or escalated or long pending issues.
  • Adhering to all the set SOPs and executing all assigned tasks diligently to ensure 100% customer delight.

‍♂️ Ideal Candidate:

  • Experience in a Customer Service role in a D2C e-commerce company, preferably with women customers.
  • Strong interpersonal and communication skills - English & Hindi is a must. Any extra language is a bonus.
  • Comfortable with technology: Shopify, Google Sheets, Task Management tool.
  • A functional laptop and mobile.
  • Proficiency at suggestive selling and converting negative customer experiences to positive ones.