Customer Success Executive/Manager

Kimirica Hunter International; Indore District; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Global premium brand

International client exposure

Fast-paced growth environment

High ownership and learning opportunit

Job summary

Kimirica Hunter International in Indore, India is seeking a Customer Success Executive/Manager to oversee multi-channel support operations and elevate the customer journey.

The role focuses on implementing SOPs, monitoring KPIs such as CSAT and NPS, managing escalations, and collaborating with product, marketing, and operations teams to drive loyalty and delightful experiences.

Join a premium hospitality brand delivering luxury personal care products to hotels, airlines, and retailers worldwide.

Qualifications

• 2–7 years in Customer Service / CX roles
• Experience with international clients is a plus
• Proficiency with CRM tools and SAP
• Strong data analysis and reporting skills
• Bachelor’s or Master’s in relevant field

Responsibilities

• Oversee day-to-day customer service across channels
• Develop SOPs for efficient support resolution
• Monitor KPIs like CSAT, NPS, response and resolution times
• Manage escalations and ensure timely solutions
• Collaborate with product, marketing, and ops teams
• Implement and optimize CRM tools and ticketing systems
• Prepare leadership reports on service performance
• Drive initiatives to enhance customer experience and loyalty
• Analyze customer feedback to identify improvements
• Ensure a seamless and delightful customer journey

Skills

Strong communication

Empathy in handling escalations

Analytical thinking

Multi-tasking in fast-paced env

Cross-functional collaboration

Education

Bachelor’s/Master’s in Business Administration

Tools

SAP

Live chat platforms

Ticketing systems

CRM tooling

Job description

About the Company - Kimirica Hunter International

Kimirica Hunter International is India s leading manufacturer of luxury hotel amenities, serving 5,000+ hotels across 70+ countries. The company specializes in premium, sustainable personal care products for global hospitality brands. With a strong focus on innovation, design, and quality, Kimirica delivers world-class solutions across hotels, airlines, and retail segments.

About the Role

We are looking for a Customer Success Executive/Manager to oversee customer support operations and enhance the overall customer journey. This role involves managing service channels, improving customer satisfaction, and acting as the voice of the customer within the organization while ensuring a seamless and delightful experience.

Roles & Responsibilities

• 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

Skills Required

• 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

Experience

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

Educational Qualification

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

Key Competencies

• Customer Experience Management


• Escalation Handling & Resolution


• Data Analysis & Reporting


• Cross-functional Collaboration


• Process Improvement

Why Join Us

• 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

• Customer Centric


• People Management


• Business Acumen


• Customer - Centric Approach


• Ethical Transparency


• Execution Excellence


• Effective Communication