Description:
At HorecaStore, we pride ourselves on delivering exceptional customer service. As a Customer Success Executive, you will play a crucial role in shaping our customer experience. You will be the bridge between the company and our customers, ensuring that every interaction is meaningful, timely, and solution-oriented. You will engage with customers at key touchpoints, ensuring they feel valued and supported throughout their journey with us. Your efforts will directly contribute to customer retention, satisfaction, and growth.
Key Responsibilities:
- Enhance Customer Experience: You will proactively engage with customers through various touchpoints, including abandoned carts, post-purchase feedback, and follow-ups, ensuring they receive an excellent and personalized experience.
- Communication Across Platforms: Provide responsive and friendly communication to customers on multiple platforms, including email, SMS, calls, and chatbot. You will be the go-to person for resolving customer inquiries and issues.
- Chatbot Management: Manage chatbot interactions, ensuring it functions seamlessly and efficiently. You will identify trends and feedback to improve the FAQ section and refine customer support processes.
- Build Long-term Relationships: Focus on building lasting relationships with customers by creating a sense of trust and ensuring that their needs are met. You will strive to make customers feel valued, heard, and supported, contributing to a strong sense of loyalty.
- Track Customer Success Metrics: Analyze customer success data to identify key trends, generate insights, and prepare reports that track key performance indicators (KPIs). Based on your findings, you will suggest improvements to enhance the customer experience and overall success of the team.
Key Performance Indicators (KPIs):
- Abandoned Cart Conversion Rate: You will focus on recovering lost sales by engaging customers who abandon their carts and providing support to complete their purchases.
- Lead Engagement: You will drive engagement with potential customers, ensuring timely and effective communication to convert leads into satisfied customers.
- Customer Satisfaction Score (CSAT): Your goal will be to maintain a high level of customer satisfaction, ensuring that every customer interaction results in a positive experience.
- Chatbot Response Time & Resolution Rate: You will track and improve response times and resolution rates for chatbot interactions, ensuring customers receive fast and accurate support.
Skills and Qualifications:
- Proven experience in customer success, customer service, or related fields within the eCommerce industry.
- Strong communication skills, both written and verbal, with the ability to adapt your tone to suit different customer personalities.
- A solution-oriented mindset with a focus on meeting customer needs and resolving issues promptly.
- Experience with customer support tools (e.g., Zendesk, Freshdesk, or similar), chatbots, and eCommerce platforms.
- A passion for customer experience, with a deep understanding of how excellent service contributes to business growth.
Why Join HorecaStore?
- Be part of a fast-growing eCommerce company focused on customer satisfaction and innovative solutions.
- Work in a collaborative, fast-paced environment where your contributions will directly impact the company's success.
- Opportunity for career growth in a dynamic team dedicated to creating an outstanding customer experience.