Customer Success Executive

Target Publications Pvt. Ltd.; Thane; On-site; INR 180,000 - 320,000; Full time

Job summary

Target Publications Pvt. Ltd.

seeks a customer-focused, responsible, and positive Customer Service Executive who will understand customer queries and concerns, provide appropriate solutions, ensure timely follow-up, and maintain strong and positive customer relationships. The candidate will act as an important point of contact between the customer and the internal teams and ensure a smooth and satisfactory customer experience.

Qualifications

• Minimum 1 year of experience in Customer Service, Customer Support, Telecalling, or a similar role.
• Marathi communication is mandatory.
• Good communication skills in Hindi; basic English communication will be an added advantage.

Responsibilities

• Handle customer calls and understand their queries, concerns, and requirements.
• Provide accurate and timely solutions to customer issues.
• Explain product features, processes, and solutions clearly to customers.
• Resolve customer concerns professionally and ensure customer satisfaction.
• Coordinate with the Technical, Content, Sales, or other internal teams whenever required to resolve customer issues.
• Escalate complex or unresolved issues to the appropriate team and ensure timely closure.
• Take ownership of customer issues until the required resolution is provided.
• Build and maintain strong and positive relationships with customers.
• Communicate with customers professionally and patiently.
• Understand customer needs and provide appropriate assistance.
• Ensure regular follow-up with customers regarding open queries or concerns.

Skills

Marathi

Hindi

English

Job description

We are looking for a customer-focused, responsible, and positive Customer Service Executive who will be responsible for understanding customer queries and concerns, providing appropriate solutions, ensuring timely follow-up, and maintaining strong and positive customer relationships.

The candidate will act as an important point of contact between the customer and the internal teams and ensure a smooth and satisfactory customer experience.

Key Responsibilities

Customer Query & Support Management

• Handle customer calls and understand their queries, concerns, and requirements.
• Provide accurate and timely solutions to customer issues.
• Explain product features, processes, and solutions clearly to customers.
• Resolve customer concerns professionally and ensure customer satisfaction.
• Coordinate with the Technical, Content, Sales, or other internal teams whenever required to resolve customer issues.
• Escalate complex or unresolved issues to the appropriate team and ensure timely closure.
• Take ownership of customer issues until the required resolution is provided.

Customer Relationship Management

• Build and maintain strong and positive relationships with customers.
• Communicate with customers professionally and patiently.
• Understand customer needs and provide appropriate assistance.
• Ensure regular follow-up with customers regarding open queries or concerns.
• Maintain a customer-friendly and solution-oriented approach.
• Work towards improving customer satisfaction and overall customer experience.

Customer Feedback & Calling

• Conduct regular customer feedback calls to understand customer experience and satisfaction.
• Collect feedback regarding products, services, support, and overall customer experience.
• Identify recurring customer concerns and share relevant feedback with the concerned internal teams.
• Follow up with customers after issue resolution to ensure the concern has been properly addressed.
• Maintain proper records of customer calls, queries, complaints, feedback, and resolutions in the CRM.

Required Skills & Qualifications

• Minimum 1 year of experience in Customer Service, Customer Support, Telecalling, or a similar role.
• Marathi communication is mandatory.
• Good communication skills in Hindi; basic English communication will be an added advantage.
• Excellent listening and customer-handling skills.
• Good problem-solving and decision-making abilities.
• Patient, polite, and positive approach while dealing with customers.
• Strong follow-up and coordination skills.
• Ability to handle difficult customers and resolve concerns professionally.
• Basic computer and CRM knowledge.

Required Skills