ABOUT LEMMORTE

Lemmorte is a premium skincare brand committed to delivering excellence in beauty and wellness. We believe in empowering our customers to achieve their skincare goals through personalized solutions, expert guidance, and high-quality products. Our mission is to make radiant, healthy skin accessible to everyone through science-backed formulations and exceptional customer care.

POSITION OVERVIEW

We are seeking a passionate and customer-focused Customer Success Executive who will be the voice of Lemmorte, guiding customers through their skincare journey while driving business growth through exceptional service and strategic product recommendations.

This role is perfect for someone who loves skincare, enjoys problem-solving, excels at building relationships, and is motivated by helping customers achieve visible results while meeting sales objectives.

You will be responsible for resolving customer queries, providing expert skincare advice, recommending personalized product solutions, and creating delightful experiences that turn first-time buyers into loyal brand advocates.

1. Customer Query Resolution :

- Provide accurate, timely, and professional responses to all customer queries
- Resolve customer complaints and issues with empathy, efficiency, and a solution-oriented approach
- Follow up with customers to ensure complete satisfaction and query resolution
- Maintain detailed records of all customer interactions in the CRM system
- Escalate complex issues to supervisors when necessary while taking ownership of resolution

2. Skincare Consultation & Guidance :

- Understand individual customer skin types, concerns, and goals through effective questioning
- Provide personalized skincare advice and product recommendations based on customer needs
- Educate customers on product ingredients,



benefits, usage instructions, and expected results
- Address concerns about product suitability, allergies, sensitivities, and ingredient compatibility
- Stay updated on skincare trends, ingredient science, and product knowledge

3. Customer Education :

- Explain product features, benefits, and differentiators clearly and convincingly
- Guide customers on building effective skincare routines (cleanse, treat, moisturize, protect)
- Provide pre-purchase and post-purchase support to enhance customer confidence
- Share educational content about skin health, common concerns, and preventive care
- Clarify doubts about product usage, storage, shelf life, and safety

4. Order Management Support :

- Assist customers with order placement, tracking, modifications, and cancellations
- Coordinate with logistics and operations teams for order-related issues
- Handle return, refund, and exchange requests as per company policy
- Provide updates on delivery timelines and resolve shipment concerns
- Ensure smooth end-to-end order experience for customers

5. Upselling & Cross-Selling :

- Identify opportunities to recommend complementary or upgraded products during customer interactions
- Suggest product bundles, regimens, or collections that address customer skincare goals comprehensively
- Introduce customers to new launches, bestsellers, and seasonal offerings




- Create personalized product recommendations that add genuine value to the customer
- Achieve monthly upselling and cross-selling targets while maintaining authenticity

6. Customer Retention & Loyalty :

- Build long-term relationships with customers through personalized follow-ups
- Encourage repeat purchases by sharing refill reminders, loyalty perks, and exclusive offers
- Convert one-time buyers into loyal brand advocates through exceptional service
- Gather customer feedback and testimonials to improve products and services
- Identify at-risk customers and proactively engage to prevent churn

7. Sales Target Achievement :

- Meet and exceed monthly individual and team sales targets
- Convert inquiries into confirmed purchases through consultative selling
- Maximize average order value through strategic product recommendations
- Track personal sales metrics and work towards continuous improvement
- Participate in sales campaigns, promotions, and brand initiatives

8. Customer Insights & Feedback :

- Collect and document customer feedback on products, services, and experiences
- Identify common pain points, frequently asked questions, and areas for improvement
- Share customer insights with product, marketing, and operations teams
- Contribute to product development by sharing customer preferences and requests
- Participate in voice-of-customer initiatives and improvement projects

REQUIRED QUALIFICATIONSEducation :

- Minimum : 12th Pass / Graduation in any discipline
- Preferred : Graduation/Post-Graduation in Science, Pharmacy, Cosmetology, Beauty & Wellness, or related field
- Certifications : Skincare/Beauty certifications are a plus

Skills & Competencies : Customer Service Skills :

- Exceptional

📌 Customer Success Executive (Sahibzada Ajit Singh Nagar)
🏢 Zouma
📍 Sahibzada Ajit Singh Nagar