Customer Success Executive
- Softlink Global
- 0 - 3 years
- Delhi, NCR
- 1 day ago
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Job Description
Company Overview:
Softlink Global, a leading IT software company, specializes in digitalizing logistics and freight forwarding. Our cutting-edge solutions streamline complex supply chain operations, enhance efficiency, and drive profitability for our global clients.
Position Overview:
We are looking for a dedicated, customer-centric Customer Success Executive who will be responsible for delivering high-quality customer support, ensuring fast and effective resolution of customer queries, and building strong relationships with our Logi-Sys ERP users. Your main goal is to ensure
customer satisfaction, resolve issues within defined SLAs (Service Level Agreements), and enhance the overall customer experience. You will serve as the primary point of contact for clients, guiding them through their post-purchase journey, ensuring they get maximum value from our software solutions.
Job Description:
1. Customer Support and Query Resolution:
Deliver exceptional customer service by promptly addressing client inquiries, issues, and requests via phone, email, and live chat.
Manage, track, and resolve customer tickets within established turnaround times (TAT) to ensure adherence to service levels.
Troubleshoot and diagnose issues related to Logi-Sys ERP software, ensuring quick resolution and minimal disruption to the clients logistics operations.
Maintain detailed records of customer interactions, support cases, and resolutions in the support ticketing system.
Participate in/verify UAT processes to ensure that product updates meet customer expectations before release.
Add/Update help topics to ensure comprehensive support documentation for customers.
2. Customer Satisfaction and Relationship Building:
Build and nurture strong relationships with clients by understanding their business needs and proactively offering solutions.
Engage with clients regularly to ensure they are maximizing the value of our software and that their experience with Softlink meets their expectations.
Act as a customer advocate within the organization, sharing feedback and insights with internal teams to drive product improvements and customer satisfaction.
Provide clients with updates on system improvements, new features, and best practices to optimize their use of Logi-Sys ERP.
3. Monitoring and Escalations:
Monitor and manage the progress of support tickets, ensuring timely follow-up and clear communication with clients on ticket status and resolution timelines.
Escalate unresolved issues to the appropriate teams (technical or product) and coordinate with cross-functional teams to ensure swift and accurate resolution.
Ideal Candidate Requirements:
Bachelors degree in a relevant field or equivalent practical experience.
Experience in customer support roles within the IT software or logistics industry preferred.
Must Have: Knowledge of logistics processes/operations - freight forwarding and accounting.
Technical proficiency with software systems, ability to troubleshoot, resolve technical issues.
Excellent communication, problem-solving skills, ability to propose effective solutions.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: Softlink GlobalLocation(s): Delhi, NCR+ View Contact
Keyskills: Ticketing Service level Customer satisfaction Relationship building Supply chain operations Customer support Customer service Freight forwarding Monitoring Logistics
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