Customer Success Executive

Job Title: Customer Success Executive

About the Role:

We are looking for a proactive and technically sound Customer Service Executive to join our team. This role demands strong communication skills, a customer-first mindset, and the ability to handle technical queries both remotely and on-site. You will act as the primary point of contact for our customers, ensuring quick and effective resolution of their issues while maintaining a high level of customer satisfaction.

Key Responsibilities:

• Customer Interaction:

• Handle technical queries and complaints over phone, email, or in person.

• Act as the first point of contact for customers and ensure timely logging and resolution of issues.

• Technical Support & Site Visits:

• Understand and resolve technical issues raised by customers.

• Be willing to travel to client sites for query resolution when required.

• Ticket Management:

• Log customer issues accurately in Zoho Desk and assign them to the appropriate internal teams.

• Coordinate with internal departments to ensure timely ticket resolution.

• Provide regular updates to customers at every stage of ticket resolution.

• Ensure closure of tickets and collect customer feedback post engineer visit.

• Reporting & Communication:

• Review and discuss customers monthly usage reports.

• Create and submit consolidated monthly usage reports for all customers to management.

• Actively follow up with customers based on report analysis to ensure optimal usage and satisfaction.

Requirements:

• Engineering degree or prior experience handling technical customer support.

• Strong understanding of handling technical complaints and usage data.

• Proficiency in Zoho Desk or similar ticketing tools.

• Excellent verbal and written communication skills.

• Ability to travel when needed for on-site issue resolution.

• Organized, detail-oriented, and customer-focused.

  
  

What We Offer:

• Competitive compensation in the range of ?46 LPA.

• A challenging and rewarding environment with opportunities for career growth.

• Exposure to diverse customers and advanced technical products.

• Chance to work closely with the product, sales, and engineering teams.