Customer Success Executive

Doveriye; Hyderabad; On-site; INR 420,000 - 540,000; Full time

Job summary

Doveriye in Hyderabad is seeking a Customer Success Executive to manage customer interactions and ensure an excellent experience for our skincare products. You will address inquiries through calls, WhatsApp, and email, provide product guidance, and help customers with usage and routines.

The role focuses on resolving orders, payments, deliveries, returns, and product issues, while building strong customer relationships and driving retention.

Qualifications

• Strong communication skills and the ability to empathize with customers.
• Customer-first attitude with a focus on delivering exceptional service.
• Basic understanding of skincare products, ingredients, and routines.

Responsibilities

• Handle customer queries via calls, WhatsApp, email, and other channels.
• Explain product usage, ingredients, benefits, and routines to customers.
• Assist with orders, payments, delivery, returns, and product issues.
• Follow up to ensure customer concerns are resolved and satisfaction is achieved.
• Coordinate with Operations, Logistics, E-commerce, and Marketing to resolve issues.
• Build relationships to support customer retention and repeat purchases.
• Document interactions, complaints, feedback, and resolutions.
• Gather customer feedback and share insights with relevant teams.
• Identify recurring concerns and suggest service improvements.
• Manage escalations professionally and ensure timely resolution.
• Aim to meet KPIs like response time, resolution time, and retention.

Skills

Communication skills

Customer-first mindset

Basic skincare knowledge

Job description

We are looking for a Customer Success Executive to manage customer interactions and ensure an excellent customer experience for our skincare products. The ideal candidate should have good communication skills, a customer-first approach, and a basic understanding of skincare products and customer concerns.

Key Responsibilities

• Handle customer queries through calls, WhatsApp, email, and other customer support channels.
• Understand customers' skincare concerns and provide appropriate product-related information and guidance.
• Assist customers with product usage, ingredients, benefits, routines, and general skincare-related queries.
• Resolve concerns related to orders, payments, delivery, returns, replacements, and product issues.
• Follow up with customers to ensure their concerns are resolved and they have a positive experience.
• Coordinate with Operations, Logistics, E-commerce, and Marketing teams for timely resolution of customer issues.
• Build strong relationships with customers and support customer retention and repeat purchases.
• Maintain records of customer interactions, complaints, feedback, and resolutions.
• Collect customer feedback regarding products and communicate key insights to the relevant teams.
• Identify recurring customer concerns and suggest improvements in customer experience.
• Handle escalations professionally and ensure timely resolution.
• Achieve customer service KPIs such as response time, resolution time, customer satisfaction, and retention.
• Stay updated on skincare products, ingredients, routines, and common customer concerns.