Swaaad is a marketplace for fresh, homemade food that connects customers with local home kitchens. We are looking for a proactive Customer Success Executive to build strong customer relationships, improve customer retention, and deliver an exceptional ordering experience.
Key Responsibilities
- Call newly registered customers and encourage them to place their first order.
- Follow up with first-time users who have not yet completed an order.
- Recover cancelled orders by understanding customer concerns and providing suitable solutions.
- Contact customers who give 1–3 star ratings, resolve their issues, and improve their experience.
- Engage satisfied customers and encourage them to leave 5-star ratings and reviews.
- Educate customers about ongoing offers, cashback, referral programs, and exclusive promotions.
- Coordinate with kitchens, delivery partners, and the operations team to resolve customer complaints quickly.
- Build long-term customer relationships through regular follow-ups and personalized communication.
- Maintain daily reports on calls made,
conversions, repeat orders, customer feedback, and issue resolution.
- Share customer insights and feedback with the product and operations teams to improve the overall experience.
Required Skills
- Excellent verbal communication in Hindi and English.
- Solid customer handling and relationship-building skills.
- Good problem-solving and conflict-resolution abilities.
- Comfortable using CRM tools, Google Sheets, and calling software.
- Ability to work in a fast-paced startup environment.
- Positive attitude with a customer-first mindset.
Preferred Qualifications
- Graduate in any discipline.
- 1–3 years of experience in Customer Success, Customer Support, Telecalling, Inside Sales, or Food-Tech operations.
- Experience with food selling e-commerse websites and similar marketplace platforms is an added advantage.
Key Performance Indicators (KPIs)
- First Order Conversion Rate
- Customer Retent