Customer Success
Customer Success & Lifecycle Executive
Kochi Onsite Full time
About The Role
The Customer Success & Lifecycle Executive will maintain customer relationships from onboarding and activation through the complete tenure of the customer’s programme. The role involves proactive communication, payment and auction support, issue coordination, customer education, grievance tracking and retention. The executive will serve as an accessible and trusted point of contact while ensuring that every interaction is recorded properly.
Key Responsibilities
• Welcome newly approved customers and explain the next stages of their journey.
• Help customers complete pending onboarding, KYC, nominee, agreement and first-payment requirements.
• Maintain regular communication throughout the programme tenure.
• Send or coordinate monthly instalment reminders and payment notifications.
• Assist customers with failed, pending or incorrectly reflected payments.
• Communicate auction schedules, results and relevant programme updates.
• Coordinate customer questions with the respective chit fund company.
• Support cancellation, refund and reversal requests according to approved policies.
• Log every customer interaction, request, complaint and next action in the CRM.
• Track unresolved cases and ensure timely follow-up and escalation.
• Explain platform processes and financial information clearly and responsibly.
• Conduct periodic customer check-ins and collect feedback.
• Identify customers requiring additional assistance before issues become complaints.
• Support retention, referral and future programme-engagement initiatives.
• Protect customer data and comply with privacy and communication requirements.
• Coordinate with acquisition, partner-success, technology and reconciliation teams.
Candidate Profile
• Graduate in any discipline.
• Approximately one to four years of experience in customer success, relationship management, financial services, customer support or oper
📌 Customer Success (Kochi)
🏢 DICHIT
📍 Kochi