Customer Success Executive

2 weeks ago

Delhi Delhi, India Mantra Care Full time

**About Mantra Care**:
Mantra Care is a leading health and wellness platform dedicated to delivering exceptional patient outcomes through innovative healthcare solutions. Our mission is to ensure customer satisfaction and well-being by providing personalized, accessible, and effective healthcare services.

**Role Overview**:
As a **Customer Success Executive (Chat Process)**, you will be the first point of contact for customers through chat platforms. You will address customer queries, resolve issues, and ensure clients derive maximum value from Mantra Care's offerings. Your focus will be on delivering exceptional customer experiences while ensuring customer retention and satisfaction.

**Key Responsibilities**:

- **Customer Interaction and Support**:

- Provide accurate and clear information about Mantra Care's products and services.
- Troubleshoot issues and provide step-by-step guidance to customers.
- **Client Engagement and Satisfaction**:

- Build rapport with customers by demonstrating empathy and understanding of their needs.
- Ensure all interactions leave a positive impression, fostering long-term customer relationships.
- Proactively follow up with clients to ensure their concerns are resolved and they are satisfied with the solutions provided.
- **Problem Resolution and Escalation**:

- Address and resolve customer complaints efficiently, escalating complex issues to the appropriate teams when necessary.
- Collaborate with internal teams (Product, Technical Support, and Operations) to resolve client challenges.
- **Customer Retention**:

- Monitor customer behavior and engagement to identify potential churn risks.
- Educate customers on the value and features of Mantra Care’s offerings to enhance retention and usage.
- **Process Improvement**:

- Document customer feedback and share insights with the product and operations teams to improve services and features.
- Identify gaps in the current chat process and suggest enhancements to improve efficiency and customer experience.
- **Reporting and Metrics**:

- Maintain detailed and accurate records of customer interactions using CRM tools.
- Report key metrics such as response time, resolution time, and customer satisfaction scores to management.

**Qualifications and Skills**:

- **Education**: Bachelor’s degree in any discipline.
- **Experience**: 1-2 years of experience in a chat support or customer success role, preferably in healthcare or SaaS industries.
- **Communication**: Exceptional written communication skills with impeccable grammar and clarity.
- **Problem-Solving**: Ability to think critically and resolve customer issues efficiently.
- **Technology Skills**: Proficiency with CRM and chat tools (e.g., Zendesk, Freshdesk, LiveChat).
- **Interpersonal Skills**: Strong customer empathy, patience, and ability to manage multiple conversations simultaneously.

Pay: ₹15,000.00 - ₹30,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Morning shift

Supplemental Pay:

- Performance bonus

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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