Published on www.zoho.com 07 Apr 2025
Summary of Responsibilities
Onboarding & Education
- Guide new users (both buyers and sellers) through the profile setup process, order management, and secure payment processes
- Craft strategies for managing and responding to customer questions/queries through defined company’s channels
- Provide clear instructions to improve user adoption on the company’s services securely and efficiently
- Respond promptly to inquiries regarding order tracking, payment issues, or delivery concerns
- Resolve disputes between buyers and sellers by investigating issues, coordinating relevant teams and ensuring fair outcomes
- Provide clear guidance on refunds, returns and transaction delays.
- Build a team of external customer champions and evangelists who will advocate the product and services when needed.
- Maintain regular communication with active users to improve retention and satisfaction.
- Develop educational content (e.g., FAQs, guides) to help customers better understand platform features
- Monitor transactions for fraudulent behaviour, suspicious activities or payment risks
- Educate customers on best practices for secure transaction
- Monitor and analyze customer feedback and metrics to identify areas for improvement and implement changes as necessary.
- Collaborate with the products and tech teams to recommend improvements
- Establish synergistic relationship with Company’s partners to promote partnership in evaluating and presenting product to customers to drive growth and user base
- Develop strategies to increase repeat purchase and platform engagement
- Participate in ongoing training to stay updated on the company’s offerings
- Ensuring accurate and helpful communications with customers
Requirements
- 3-5 years of Experience as a customer success specialist
- Bachelors degree in any communications or business related field
- Great communication skills (writing and speaking).
- Experience managing and prioritizing multiple customer requests in a fast-paced environment, including timeline scoping and effective re-prioritization
- Knowledgeable on social media trends, B2C marketing, and influencer marketing.
- Experience posting content on FB, IG, Twitter, Snapchat, Reddit, etc.
- Must comprehend the emotional journey of our customers buying/selling stuff online
- Consumer brand, Fintech or ecommerce industry experience
- Experience using marketing software like Hubspot, Zendesk and Notion
- Strong business acumen to own and drive success for the business unit.
Benefits
- Opportunity to work in a fast paced environment
- Competitive salary and benefits package
- Professional development and training opportunities.