Customer Success Executive - Mumbai - confidential

    confidential
    confidential Mumbai

    5 days ago

    Full time
    Description

    Dream11, through its brand Sixer, is seeking a dedicated and customer-centric Customer Success Executive to join our dynamic team. You'll play a crucial role in ensuring the highest level of customer satisfaction by effectively addressing inquiries, providing assistance, and resolving app-related issues.

    Key Responsibilities

    • Customer Engagement: Provide personalized support via calls and other channels.
    • App Expertise: Guide users with a deep understanding of Sixer's features and updates.
    • Query Resolution: Troubleshoot and resolve customer issues efficiently.
    • Ticket Management: Handle support tickets with timely follow-ups and resolution.
    • Problem Solving: Use critical thinking to tackle complex issues.
    • Feedback Collection: Gather user insights to enhance the app experience.
    • Documentation: Maintain records and update the knowledge base.
    • Quality Assurance: Ensure consistent and high-quality customer interactions.
    • Collaboration: Work with teams to improve customer success processes.
    • Escalation Management: Identify and escalate critical issues as needed.

    Qualifications

    • Fluent in Hindi & English (verbal & written).
    • Strong problem-solving & customer service skills.
    • Experience with support tools & ticketing systems.
    • Ability to handle high call volumes in a fast-paced setting.
    • Attention to detail and organizational skills.
    • Empathetic and adaptable to customer needs.
    • Prior customer success experience is a plus.
    • Basic knowledge of Cricket to engage effectively with users.

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