Customer Success Executive

Keka Technologies Private Limited; Pune District; On-site; INR 300,000 - 520,000; Full time

Job summary

Conversive (SMS Magic) in Pune, India, seeks a proactive Customer Success Executive to be the first point of contact for customers, ensuring they derive value from our products and services. You will build relationships, respond to inquiries via phone, email, or chat, and document interactions in the CRM system.

The role emphasizes clear communication, problem-solving, and collaboration with the team to improve the customer experience.

Qualifications

• Excellent verbal and written communication abilities.
• Strong analytical skills to identify issues and determine appropriate solutions.
• Interpersonal skills and ability to build rapport with customers.
• Capable of handling high-pressure situations with professionalism.

Responsibilities

• Maintain regular communication with customers to ensure they are effectively utilizing our products and services.
• Respond to customer inquiries via phone, email, or chat, providing accurate information and resolving issues promptly.
• Keep detailed records of customer interactions, including inquiries, complaints, and actions taken, in the CRM system.
• Ensure timely follow-up on customer requests and confirm that issues have been resolved to their satisfaction.
• Identify and escalate issues when necessary and provide clear solutions.
• Understand and interpret error codes, providing customers with explanations and solutions.
• Gather customer feedback and share insights with the team to drive continuous improvement.

Skills

Verbal communication

Written communication

Analytical skills

Interpersonal skills

Stress management

Technical aptitude

Organizational skills

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Job description

We are seeking a proactive and empathetic Customer Success Executive to join our team. In this role, you will be the first point of contact for our customers, ensuring they derive maximum value from our products and services. Your primary responsibility will be to build strong relationships with customers, address their inquiries, and provide solutions to enhance their overall experience.

Key Responsibilities

• Maintain regular communication with customers to ensure they are effectively utilizing our products and services.
• Respond to customer inquiries via phone, email, or chat, providing accurate information and resolving issues promptly.
• Keep detailed records of customer interactions, including inquiries, complaints, and actions taken, in the CRM system.
• Ensure timely follow-up on customer requests and confirm that issues have been resolved to their satisfaction.
• Identify and escal...
• Understand and interpret error codes, providing customers with clear explanations and solutions.
• Gather customer feedback and share insights with the team to drive continuous improvement.

Required Skills and Qualifications

• Excellent verbal and written communication abilities.
• Strong analytical skills to identify issues and determine appropriate solutions.
• Interpersonal Skills:
• Ability to build rapport with customers and collaborate effectively within a team.
• Stress Management:
• Capable of handling high-pressure situations with professionalism and composure.
• Technical Aptitude:
• Basic understanding of products and ability to learn technical concepts quickly.
• Organizational Skills:
• Efficient in managing time and accurately documenting customer interactions.

Preferred Qualifications

• Previous experience in customer service or a related field.
• Bachelor’s degree or equivalent in a relevant field.
• Familiarity with customer relationship management (CRM) systems.

About Conversive (SMS Magic)

Founded over 17 years ago, Conversive (SMS Magic) is a trusted messaging leader serving global customers across industries such as contact centers, financial services, higher education, retail,staffing, wellness, and more. Our customer base ranges from small and mid-sized businesses to

Our commitment:

We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition. Conversive (SMS Magic) is committed to inclusiveness, fairness, and accessibility.All qualified candidates are encouraged

Read more about us at:

https://beconversive.com/

https://www.sms-magic.com

We are an ISO 27001:2013 compliant organization and emphasize information security for

our clients.