Customer Success Analyst

Why Join KJPGPL as a Customer Success Analyst

• Day shift role for a better work-life balance
• Competitive compensation in the market
• Prime office location in Jubilee Hills, Hyderabad
• Strong career growth opportunities
• Positive and employee-friendly work culture
• Opportunity to work with a trusted and reputed jewellery brand

About the Role

We are looking for a detail-oriented and customer-focused Customer Success Analyst to support our high-volume data processing and customer engagement operations. This role involves handling outbound calls, analyzing customer interactions, improving performance, and enhancing customer satisfaction through data-driven insights.

The ideal candidate will play a key role in optimizing the customer journey—from initial contact to long-term engagement—while maintaining high service standards and improving key metrics such as FCR, AHT, SLA, CSAT, and NPS.

Key Responsibilities

1. Customer Interaction & Outbound Calling

• Make effective and productive outbound calls
• Engage with customers based on assigned segments
• Promote the latest jewellery designs, festive offers, and store events
• Deliver excellent customer service and build strong customer relationships

2. Data Management & CRM

• Maintain accurate records of all calls and customer interactions in the CRM system
• Regularly update customer details and interaction notes
• Validate and maintain the customer database
• Tag customer interest levels for effective follow-ups

3. Performance & Analysis

• Analyze call data and customer interactions to identify trends and areas for improvement
• Improve customer experience and retention through actionable insights
• Ensure adherence to KPIs such as FCR, AHT, SLA, CSAT, and NPS

Key Performance Indicators (KPIs)

• Daily call volume (minimum 100 calls)
• Effective conversation rate
• First Call Resolution (FCR)
• Average Handling Time (AHT)
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Service Level Agreement (SLA) adherence
• Call quality score

Qualifications

• Graduate
• 1–3 years of outbound calling experience preferred
• Experience in the retail or luxury segment is an added advantage
• Must be fluent in English, Hindi, and Telugu

Skills Required

• Excellent verbal and written communication skills
• Strong customer service and relationship-building abilities
• Good analytical and problem-solving skills
• Basic knowledge of CRM tools
• Customer empathy and attention to detail
• Target-oriented and self-motivated mindset
• Good voice modulation and listening skills

Compensation & Benefits

• Competitive salary with attractive incentives
• Provident Fund (PF)
• Paid leaves
• Daily snacks
• Yearly bonus
• Health insurance
• Learning and development opportunities
• Friendly and supportive work environment