Customer success executive

Customer Success Executive

Industry: Skincare / D2 C

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, Whats App, 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.