Customer Success Executive

Job Description & KRA

This is an office based position.

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Your Car Spa is a dynamic car washing startup dedicated to providing exceptional car cleaning and detailing services to our customers in Pune. We are committed to ensuring that every customer's experience at Your Car Spa is nothing short of a success. To achieve this goal, we are seeking a passionate and customer-centric individual to join our team as a Customer Success Executive. This role will be pivotal in assisting customers throughout their car washing journey and ensuring their satisfaction with our services.

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Key Responsibilities:

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1. Customer Assistance:

   • Serve as the primary point of contact for customers, addressing their inquiries, concerns, and feedback promptly and professionally.

   • Assist customers in booking appointments, selecting appropriate service packages, and understanding our offerings to meet their specific needs.

   • Provide guidance and recommendations to customers on the best car cleaning and detailing solutions based on their vehicle type, preferences, and budget.

2. Customer Journey Optimization:

   • Proactively engage with customers at different touchpoints in their car washing journey to ensure a seamless and positive experience.

   • Follow up with customers post-service to gather feedback, assess satisfaction levels, and address any issues or areas for improvement.

   • Identify opportunities to enhance the customer journey and drive loyalty through personalized interactions and value-added services.

3. Data Management and Analysis:

   • Maintain accurate and up-to-date records of customer interactions, service history, preferences, and feedback using CRM software.

   • Analyze customer data and feedback to identify trends, patterns, and areas for service enhancement or process optimization.

   • Prepare reports and insights on customer satisfaction metrics, service performance, and trends to inform decision-making and strategic planning.

4. Customer Education and Engagement:

   • Educate customers on the benefits of regular car maintenance and detailing services, as well as the features of different service packages available at Your Car Spa.

   • Develop and deliver engaging content such as tutorials, FAQs, and tips to empower customers with knowledge and ensure they make informed decisions.

   • Foster a sense of community and loyalty among customers through targeted communication, special promotions, and exclusive offers.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field.

• Proven experience in a customer-facing role, preferably in customer success, customer service, or client relations.

• Excellent interpersonal skills with the ability to build rapport, empathize with customers, and resolve issues effectively.

• Proficiency in Microsoft Excel for data management and analysis, as well as familiarity with the Google product ecosystem (e.g., Gmail, Google Sheets, Google Drive).

• Strong computer skills and aptitude for learning new software tools and systems.

• Exceptional organizational skills, attention to detail, and ability to multitask in a fast-paced environment.

Key Result Areas (KRAs):

1. Customer Satisfaction and Retention: Measure and improve customer satisfaction scores through proactive engagement, effective issue resolution, and personalized service delivery to drive customer loyalty and retention.

2. Appointment Conversion Rate: Increase the percentage of inquiries or leads converted into booked appointments by providing timely and informative assistance to potential customers and addressing their concerns or objections effectively.

3. Data Accuracy and Analysis: Ensure the accuracy and completeness of customer data in the CRM system and utilize data analysis to derive actionable insights for improving service quality, enhancing customer experiences, and optimizing operational processes.

4. Customer Education and Engagement: Develop educational resources and engagement strategies to empower customers with knowledge, increase awareness of our services, and foster long-term relationships built on trust and loyalty.

5. Operational Efficiency: Streamline customer-facing processes and workflows to minimize friction points, reduce response times, and maximize operational efficiency, ultimately improving the overall customer experience at Your Car Spa.

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If you are interested in this profile please send your updated CV at info@yourcarspa.com mentioning Customer Success Executive in the subject line.

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