Customer Success Manager

Location: Rajkot, Gujarat

Department:Customer Success

Industry: E-commerce / Marketplace

Employment Type: Full time

Experience: 5+ Years

Job Summary

Key Responsibilities

NDR & RTO Management
- Monitor active NDR cases and high-risk shipments daily.
- Drive RTO reduction initiatives across courier partners.
- Analyze non-delivery reasons and implement corrective actions.
- Approve reattempt requests and delivery recovery plans.
- Ensure timely resolution and closure of all NDR cases.

Team Leadership & Management
- Lead and manage NDR, Customer Support, and Complaint Resolution teams.
- Monitor team productivity, SLA adherence, and operational efficiency.
- Conduct training sessions, performance reviews, and coaching.
- Ensure SOP compliance and process implementation.

Customer Success & Complaint Resolution
- Handle customer escalations and critical complaints.
- Ensure quick and satisfactory resolution of customer issues.
- Improve customer satisfaction (CSAT) and retention.
- Manage negative reviews and service recovery cases.





Courier & Logistics Management
- Coordinate with courier partners for delivery issues and escalations.
- Conduct courier performance reviews and audits.
- Ensure courier accountability and service-level compliance.
- Resolve delivery failures and operational bottlenecks.

Claims & Refund Management
- Manage lost shipments and damage claims.
- Coordinate compensation, refunds, and claim recoveries.
- Track courier claim settlements and reconciliation.

Seller Coordination
- Coordinate with sellers for redispatch, shortages, damage, and return-related issues.
- Ensure effective communication between sellers and customers.
- Resolve seller complaints within defined timelines.

Reporting & Analytics
- Prepare Daily, Weekly, and Monthly MIS reports.
- Monitor and analyze RTO %, NDR %, Delivery Success Rate, CSAT Score, Courier Performance, and Complaint Resolution TAT.
- Present operational reports and improveme

📌 Customer Success Manager (Rajkot)
🏢 Agribegri Trade Link
📍 Rajkot