Customer Success Executive/Manager

• Manage day-to-day customer service operations across multiple channels (email, chat, social media, WhatsApp, phone)
• Develop and implement SOPs for efficient resolution of customer queries and complaints
• Monitor and manage KPIs such as response time, resolution time, CSAT, and NPS
• Handle escalations and ensure timely resolution of critical customer issues
• Design and implement strategies to enhance customer experience and loyalty
• Gather and analyze customer feedback to identify improvement areas
• Collaborate with product, marketing, and operations teams to address customer needs
• Implement and optimize CRM tools, live chat platforms, and ticketing systems
• Track and analyze customer data to identify trends and actionable insights
• Prepare reports on customer service performance and present insights to leadership
• Proactively identify potential challenges and recommend solutions

• Strong communication and interpersonal skills
• Ability to handle escalations and manage difficult situations with empathy
• Proficiency in CRM and customer service tools (e.g., SAP)
• Strong analytical and problem-solving skills
• Good knowledge of MS Excel and data analysis
• Ability to manage multiple tasks in a fast-paced environment

• Minimum 2-7 years of experience in Customer Service / Customer Experience roles

• Bachelor s/Masters degree in Business Administration, Marketing, or related field

• Customer Experience Management
• Escalation Handling & Resolution
• Data Analysis & Reporting
• Cross-functional Collaboration
• Process Improvement

• Work with a globally recognized premium brand
• Exposure to international clients and markets
• Fast-paced, growth-driven work environment
• High ownership with strong learning opportunities

Required Skills