Customer Success Executive at Screen Magic Mobile Media Pvt. Ltd.

Job Title: Customer Success Executive
Location: Pune
Employment Type: Full-Time

About us:
Founded over 15 years ago, we are a trusted messaging leader for businesses around the globe. We work with customers from small, mid-size businesses to large global enterprises across industries including contact centers, financial services, higher education, retail, staffing, wellness, and more. Our commitment to every customer is: “We will deliver the most advanced, simple-to-use messaging platform available, so you can focus on the personal touch that sets you apart from your competition.”

Read more about us at: www.sms-magic.com
Company Overview: Watch here

Position Overview

We are seeking a proactive and empathetic Customer Success Executive to join our team. In this role, you will be the first point of contact for our customers, ensuring they derive maximum value from our products and services. Your primary responsibility will be to build strong relationships with customers, address their inquiries, and provide solutions to enhance their overall experience.​

Key Responsibilities

• Customer Engagement: Maintain regular communication with customers to ensure they are effectively utilizing our products and services.
   
• Issue Resolution: Respond to customer inquiries via phone, email, or chat, providing accurate information and resolving issues promptly.
   
• Documentation: Keep detailed records of customer interactions, including inquiries, complaints, and actions taken, in our CRM system.
   
• Follow-Up: Ensure timely follow-up on customer requests and confirm that issues have been resolved to their satisfaction.
   
• Escalation: Identify and escalate unresolved issues or special requests to the appropriate departments for further investigation.
   
• Product Knowledge: Understand and interpret error codes, providing customers with clear explanations and solutions.
   
• Feedback Loop: Gather customer feedback and share insights with the team to drive
  continuous improvement.
  
   

Required Skills and Qualifications

• Communication Skills: Excellent verbal and written communication abilities to interact effectively with customers.
   
• Problem-Solving: Strong analytical skills to identify issues and determine appropriate solutions.
   
• Interpersonal Skills: Ability to build rapport with customers and work collaboratively within a team.
   
• Stress Management: Capable of handling high-pressure situations with professionalism and poise.
   
• Technical Aptitude: Basic understanding of our products and the ability to learn technical concepts quickly.
   
• Organizational Skills: Efficient in managing time and documenting customer interactions accurately.​
   

Preferred Qualifications

• Experience: Previous experience in customer service or a related field is advantageous.
   
• Education: Bachelor's degree or equivalent in a relevant field.
   
• CRM Proficiency: Familiarity with customer relationship management (CRM) systems.