Customer Success Executive
Industry: Skincare / D2C
Brands: Reginald Men, Molecular Company
Experience: 1–2 Years
Employment Type: Full-Time
Location: Hyderabad
We are looking for a Customer Success Executive to manage customer interactions and ensure an excellent customer experience for our skincare products. The ideal candidate should have good communication skills, a customer-first approach, and a basic understanding of skincare products and customer concerns.
Key Responsibilities
- Handle customer queries through calls, WhatsApp, email, and other customer support channels.
- Understand customers skincare concerns and provide appropriate product-related information and guidance.
- Assist customers with product usage, ingredients, benefits, routines, and general skincare-related queries.
- Resolve concerns related to orders, payments, delivery, returns, replacements, and product issues.
- Follow up with customers to ensure their concerns are resolved and they have a positive experience.
- Coordinate with Operations, Logistics, E-commerce, and Marketing teams for timely resolution of customer issues.
- Build strong relationships with customers and support customer retention and repeat purchases.
- Maintain records of customer interactions, complaints, feedback, and resolutions.
- Collect customer feedback regarding products and communicate key insights to the relevant teams.
- Identify recurring customer concerns and suggest improvements in customer experience.
- Handle escalations professionally and ensure timely resolution.
- Achieve customer service KPIs such as response time, resolution time, customer satisfaction, and retention.
- Stay updated on skincare products, ingredients, routines, and common customer concerns.
