Customer Service Executive - Mumbai

Role & responsibilities

We are looking for a dedicated, customer-centric Customer Success Executive who will be responsible for delivering high-quality customer support, ensuring fast and effective resolution of customer queries, and building strong relationships with our Logi-Sys ERP users. Your main goal is to ensure customer satisfaction, resolve issues within defined SLAs (Service Level Agreements), and enhance the overall customer experience. You will serve as the primary point of contact for clients, guiding them through their post-purchase journey, ensuring they get maximum value from our software solutions.

Working Days 5 Day Working

Male candidate Preferred only

Interview Mode : Virtual Interview

Preferred candidate profile

1. Customer Support and Query Resolution:

• Deliver exceptional customer service by promptly addressing client inquiries, issues, and requests via phone, email, and live chat. • Manage, track, and resolve customer tickets within established turnaround times (TAT) to ensure adherence to service levels. • Troubleshoot and diagnose issues related to Logi-Sys ERP software, ensuring quick resolution and minimal disruption to the client's logistics operations. • Maintain detailed records of customer interactions, support cases, and resolutions in the support ticketing system. • Participate in/verify UAT processes to ensure that product updates meet customer expectations before release. • Add/Update help topics to ensure comprehensive support documentation for customers.

2.Customer Satisfaction and Relationship Building:

• Build and nurture strong relationships with clients by understanding their business needs and proactively offering solutions. • Engage with clients regularly to ensure they are maximizing the value of our software and that their experience with Softlink meets their expectations. • Act as a customer advocate within the organization, sharing feedback and insights with internal teams to drive product improvements and customer satisfaction. • Provide clients with updates on system improvements, new features, and best practices to optimize their use of Logi-Sys ERP.

3. Monitoring and Escalations:

• Monitor and manage the progress of support tickets, ensuring timely follow-up and clear communication with clients on ticket status and resolution timelines. • Escalate unresolved issues to the appropriate teams (technical or product) and coordinate with cross-functional teams to ensure swift and accurate resolution.