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Cusomer Success Executive

  • On-site
    • chennai, Tamil Nādu, India
  • CSE

Job description

Create reports, monitor KPIs and discuss them with clients when needed.

Handling specific client tasks:

  • Assist with onboarding new workflows and general issues

  • Maintenance of specification documents

  • Update pricing if needed in the system and inform the client

  • Monitoring order production status and ensuring delivery within the deadline

  • Reviewing client rejection orders for quality issues when SLA is not met

  • Transfer orders between production teams when requested by Traffic team

  • Random Quality control or upon request from the Production Teams.

  • Answer questions from production teams at both BRBD/Unigate, escalate to Customer Success when issues cannot be resolved

Ownership of:

  • Quality issues

  • Rework/ Rejections KPI

  • On-time Delivery KPI

Discuss weekly progress and KPIs with clients

  • Identify and report quality issues to Quality Team and Customer Success via JIRA

  • Support Customer Success with technical issues from the client-side or report to Business Technology via Jira if it cannot be resolved

  • Communicate with Enterprise clients about current workflows and issues daily if needed

  • Assist with quality control while quality cases are active

  • Inform traffic about the forecast and make sure the deadlines are met

 

Job requirements

Bachelor Degree or equivalent work experience

● Experience in B2B supplier-client communication

● Fluent in English

● Experience with Office365 and Google Apps

● Experience with CMS, ERP, cloud applications and business systems

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