
Customer Satisfaction Champion
24 hours ago
Job Title: Head of Customer Success
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- Transform customer experiences through proactive support and solutions-driven approach.">
Job Description:
">We're looking for a results-driven professional to lead our post-sales customer journey. As the Head of Customer Success, you will bridge sales, logistics, and operations teams to deliver exceptional customer satisfaction.
">Key Responsibilities:
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- Coordinate across teams to ensure smooth execution of orders, provide timely updates to customers, and champion customer satisfaction.">
Customer Coordination & Support:
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- Act as the primary point of contact for customers post-sale, ensuring accurate internal communication and coordination with logistics, documentation, and finance teams.">
Order Tracking & Communication:
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- Share regular shipment updates, delivery timelines, and documentation status with customers, proactively informing them of any delays or deviations.">
Internal Collaboration:
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- Work cross-functionally with Sales, Operations, and Supply Chain teams to align on customer expectations and deliverables.">
Customer Experience & Retention:
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- Champion customer satisfaction by anticipating needs and providing proactive support, conducting post-delivery follow-ups to gather feedback and identify areas of improvement.">
Process Definition & Improvement:
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- Design and implement scalable processes to enhance the customer experience, creating SOPs and customer playbooks for internal teams.">
Documentation & Compliance:
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- Ensure timely and accurate documentation is shared with customers, collaborating with compliance teams as needed.">
Issue Resolution and Audit:
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- Take ownership of complaints or escalations, ensuring quick and satisfactory resolution, maintaining logs of recurring issues to identify trends.">
Required Skills & Qualifications:
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- Proven track record of delivering exceptional customer satisfaction in a fast-paced environment.">
Benefits:
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- Opportunity to work with a dynamic team, driving business growth and innovation.">
Others:
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- Collaborative and supportive work environment.">
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