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.
Positive problem-solving and conflict-resolution abilities.
Comfortable using CRM tools, Google Sheets, and calling software.
Ability to work in a fast-paced startup setting.
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