Specialist Customer Success
2 weeks ago
Company Overview:
A local retail SBU of a SG-based appliances business that specializes in high-quality home appliances retail experience. As we grow, we're seeking a dedicated Customer Success Specialist to ensure smooth customer interactions and maintain high satisfaction levels.
Position Overview:
As a Customer Success Specialist, you'll drive customer satisfaction, retention, and value realization. You will be the first point of contact for customers seeking assistance with product inquiries, order placement and tracking. You will manage customer queries received through our e-commerce platform, website, and social media channels. Your goal is to ensure a positive customer experience by providing accurate information and resolving issues promptly.
Key Responsibilities:
Customer Interaction: Respond to at least 90% of customer inquiries within 24 hours, ensuring product information, pricing, and availability are communicated effectively through phone, email, live chat, and social media.
Order Processing: Maintain a 95% order accuracy rate by assisting customers with placing orders and minimizing escalation by 25%.
CRM Management: Maintain 100% accuracy in CRM records, logging all customer interactions, transactions, and inquiries.
Customer Retention: Implement strategies to increase repeat purchases by 20% year-over-year, fostering long-term customer relationships.
Escalation Management: Escalate complex issues within 30 minutes of identification, achieving resolution within 48 hours for escalated cases.
Proactive Customer Outreach: Conduct pre-purchase and post-purchase follow-ups and feedback collection, aiming for a 95% follow-up completion rate; to identify areas for improvement and upsell opportunities.
Collaborative Problem-Solving: Work with sales, complaint escalation, and logistics teams to reduce overall customer complaint rates by 25%.
Qualifications:
Educational Background: Bachelor's degree in Business Administration, Marketing, Sales, Communication, or a related field.
Experience: Minimum 2 years of experience in customer experience or customer success, preferably in e-commerce or retail, with a proven track record of contributing to 10% increase in annual revenue through upsells and expansion sales.
Technical Expertise: Proficient in
Google Workspace (formerly, G-Suite tools)
CRM Systems (e.g., Zoho CRM)
Helpdesk Software for managing customer inquiries (Zendesk)
Communication Tools (email, chat, social media) for handling multi-channel support
Data Analytics for customer feedback and performance reporting
Proven Track Record of:
Contributing in minimum $1M+ annual revenue-grossing business
~75% conversion rate of qualified leads
Upsell and expansion sales from 20% handled leads
Benefits:
Competitive Salary: ৳20,000 + allowances (Negotiable)
Performance Bonuses: Up to 20% based on performance
Attendance Bonus: 5% for perfect attendance
Festival Bonus: 2 annual allowances
Comprehensive Benefits:
Health, dental and vision insurance
Paid time-off and holiday pay
Employee Perks: Employee discounts, and engagement programs
Professional Development Opportunities: Skill-enhancement training and mentoring. | Up to ৳20K annual fund
How to Apply:
Submit Application: Send your resume to
Subject Line: Specialist, Customer Success - Your Name
Email Body: Include 3 precise points why we should onboard you
Deadline: Applications due by 29 September, 2025
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