Customer Success Executive

Customer Success Executive
REVYVE | PUNE BASED | HYBRID: 2 OFFICE DAYS + 4 HOME DAYS PER WEEK
About LeTech
LeTech is an international leather-care and restoration brand with a network spanning Europe, Asia, the Middle East, Africa and the
Americas. We began in Russia in 2011 and established production in Northampton, UK, in 2018. Our international network extends to
the United States, France, Israel, the UAE, Egypt, South Korea, India, Kazakhstan, Kyrgyzstan, Bulgaria, Moldova, Slovakia and the
Dominican Republic. Through our regional businesses and partners, we combine professional-grade leather-care products with
practical restoration expertise and technician training.
About Revyve
Revyve is an online-first leather-care and restoration brand and a subsidiary of LeTech India. We are building a technology-enabled
service network that makes professional care for handbags, footwear, accessories, furniture and automotive interiors convenient and
dependable.
We deliver professional restoration through our own service teams and workshops, combining skilled craftsmanship with the
convenience of an online-first brand. Technology helps us deliver convenient, dependable leather care with consistent quality.
About the role
You will be the customer's main point of contact from first enquiry through quotation, booking, service updates and aftercare. You will
help customers understand what may be possible for their item, coordinate assessments with our technical team, explain
recommendations clearly and ensure every job begins with informed approval. This role combines consultative inside sales with careful
service follow-through. The position is based in Pune.
Working pattern
This is a six-day working week, including Saturday: two days in the Pune office and four days from home. The role follows an assigned
shift rather than a 9-to-5 schedule. Likely shifts are around 8 AM-3 PM, 11 AM-6 PM, or 2 PM-9 PM. Timings may move by about an
hour earlier or later based on operational requirements and mutual convenience. Full attention and availability are expected throughout
the assigned shift. Three team members will cover customer communication from morning to evening.
What you will own

• Respond promptly to enquiries through phone, WhatsApp, website and other active channels.
• Understand the item's condition, the customer's location, desired outcome and timeline. Collect clear photographs and details

needed for an initial assessment.

• Check service availability and coordinate a collection, visit or workshop assessment when needed.
• Work with technicians to understand the recommended treatment, likely result, limitations and feasible completion time. Present initial

estimates as tentative when physical inspection is required.

• Explain quotations in plain language, answer questions and follow up with customers who have not yet decided.
• Confirm and record customer approval of the final treatment scope, price and timeline before work begins. Seek fresh approval if any

of these change.

• Book approved jobs and coordinate with workshop and logistics teams on collection, progress, quality review and return.
• Keep customers informed at meaningful stages, address concerns promptly and escalate technical or service issues to the right

owner.

• Explain completed work, care guidance and the route for post-delivery questions or concerns.
• Maintain accurate enquiry, quotation, approval and follow-up records. Share recurring customer questions and objections with

marketing and operations.
What we are looking for

• Fresh graduates are welcome. Experience in customer success, inside sales or service coordination is an advantage, not a

requirement.

• Strong phone and written communication skills, including professional WhatsApp conversations.
• Ability to understand customer needs, explain a tailored service and follow up without pressure or overpromising.
• Careful recordkeeping and the ability to manage multiple enquiries and active jobs at once.
• Good judgement about when to involve a technician or escalate a concern.
• Comfort using customer-management or job-tracking software.
• Availability to work six days per week, including Saturday, in an assigned morning, mid or evening shift.

Experience in premium services, restoration, home services, automotive services or another business handling customers' valued
possessions is an advantage.
How success will be measured
Timely enquiry response, complete assessment information, quotation follow-up, approved bookings, accurate customer records,
proactive service updates and resolution of customer concerns. Targets will be set against measured baselines.
Compensation
INR 3.2 lakh to INR 4 lakh per annum, comprising fixed pay and a retention bonus. The component split and retention-bonus terms will
be confirmed in the offer.