Seeking a passionate and results-oriented Customer Success Specialist to join our growing team.

- You will play a dual role, ensuring the success of our customers by building strong relationships, driving revenue through conversions and providing operational support to streamline the customer journey.

Responsibilities:

Customer Success:

- Onboard new customers and ensure a smooth and successful transition to using our products

- Be a trusted advisor, proactively identifying customer needs and challenges

- Develop and maintain strong relationships with customers, acting as a single point of contact

- Track customer buying pattern and identify potential churn risks

- Collect and analyse customer feedback to improve product development and overall customer experience

- Set and achieve targets for recovering abandoned carts and winning back churned customers

- Develop and implement targeted outreach campaigns (phone, whatsapp) to re-engage with customers leading to conversions

- Track the success of outreach campaigns and measure progress against set targets

Operational Support:

- Verify and ensure the accuracy of customer billing and shipping addresses to minimize RTO rates

- Investigate and resolve any discrepancies found in customer data

- Monitor order tracking information and proactively address any potential delays or delivery issues

- Investigate and attempt to resolve NDR issues

- Identify and address any issues with deliveries, such as damaged goods or incorrect items

Qualifications:

- Minimum 2-3 years of experience in customer success, operations management, or a related field

- Proven track record of building strong relationships and exceeding customer expectations

- Excellent communication, interpersonal, and problem-solving skills

- Strong organizational skills and the ability to manage multiple tasks simultaneously

- Experience with handling operational tasks is preferred

- Must have experience in Ecommerce industry and experience in Shopify and Shiprocket is a plus.