Nap Chief | Customer Support Specialist | mumbai

Job Description

POSITION – Customer Success Associate

**APPLY ONLY IF YOU HAVE 0-1 YEARS OF EXPERIENCE**

Nap Chief – Trijosh Fashion Pvt. Ltd. is looking for a Customer Success Associate to join our growing Direct-to-Consumer (D2C) team. As the face of our brand to our customers, you will ensure a smooth and satisfying experience at every touchpoint, from order placement to post-purchase follow-up. You’ll play a critical role in nurturing long-term relationships, resolving issues, and driving customer retention.

Desired Skills & Experience:

• Excellent verbal and written communication skills
• Experience in customer support via calls, chats, emails, and social media platforms
• Familiarity with CRM tools and customer data management
• Proven track record in customer relationship building and sales recovery
• Strong problem-solving skills and a positive attitude
• Ability to manage multiple tasks and priorities effectively
• A passion for customer service and delivering exceptional experiences

Key Responsibilities:

• Customer Support Excellence: Serve as the primary point of contact for customers across various channels (calls, emails, chats, and social media), ensuring a seamless and positive shopping experience.
• Sales Recovery & Cart Abandonment: Engage with customers who have abandoned their carts, guiding them through the checkout process to recover potential sales.
• Ticket & Delivery Management: Handle customer support tickets, manage inquiries, and track orders to ensure timely and accurate delivery.
• Relationship Building: Build and maintain strong, lasting relationships with customers by understanding their needs and ensuring they feel valued.
• Loyalty & Retention: Drive customer retention through exceptional service and personalized interactions, fostering long-term brand loyalty.
• Problem Resolution: Address customer issues with a creative and positive approach, ensuring customer satisfaction and trust.
• Feedback & Insights Collection: Gather customer feedback via calls and surveys, using insights to help improve products, services, and overall customer experience.
• CRM & Data Management: Utilize CRM tools to keep track of customer interactions, ensuring organized and efficient service management.
• Clear & Empathetic Communication: Provide clear, professional, and empathetic communication, maintaining a positive brand image across all touchpoints.
• Adaptable & Proactive Support: Flexibly support various customer needs, ensuring smooth operations and contributing to team success.

Join us in making every customer interaction meaningful and driving the growth of our brand!