Customer Success Executive

Role Overview As a Customer Success Manager at Shasak, you’ll be the friendly voice (or message!) on the other end, making sure our customers feel heard, helped, and happy. You’ll handle inquiries, resolve issues, and represent the brand with warmth and professionalism – across calls, chats, emails, and social media. You will also work with the digital marketing team and help build campaigns and communications based on the customer experience. Key Responsibilities Respond to customer queries on WhatsApp, Instagram, and email in a timely and friendly manner. Assist customers with order-related queries – from product details to delivery updates. Coordinate with the operations and dispatch team to resolve issues like delays, exchanges, or returns. Track and follow up on customer issues until they're fully resolved. Record feedback, FAQs, and common issues to help improve the overall customer experience. Help with maintaining a positive brand image through consistent and clear communication. Work with the digital marketing team and help build campaigns and communications. Requirements Strong communication skills in English and Hindi Basic understanding of e-commerce operations Ability to stay calm under pressure and handle multiple chats/calls at once Customer-first attitude – helpful, empathetic, and patient Experience in customer service is a plus but not a must Ability to learn and try new ideas and tools Why You'll Love Working with Us: Salary: ₹18,000 - ₹30,000 per month Be part of a fun and creative team Opportunities for growth and learning Make a real impact on our brand and customer experience