Head of HR at The Yarn Bazaar
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The Yarn Bazaar - Customer Success Specialist (2-5 yrs)
What we are looking for :
- We are looking for a resilient and an extremely process-driven customer success professional for our rapidly growing company. In this role, you will be responsible for creating delightful customer experiences by maintaining excellent external communication while also ensuring and/or creating internal SOPs to prevent recurring problems.
Responsibilities :
- Gather feedback and CSAT responses, analyse data and create/suggest projects for better customer experience with higher efficiency and productivity
- Ensure call, email, WhatsApp and all external communication etiquettes and templates are followed and adhered to
- First point of contact for all inbound queries and is responsible for quality lead generation from these queries
- Share feedback to and work with product team to incorporate features and SOPs that will improve processes and customer experience
- Incorporate ticketing system and define an efficient and effective structure to implement the same
- Handle customer grievances and follow-up rigorously with respective departments to resolve their complaints with lowest TAT
- Listen to internal team's customer interactions and call recordings, and suggest and implement best practices for consistent customer experience
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