customer success ExecutiveEezee Pte Ltd

Job Description
Job Overview
The Customer Success Executive reports to the CS Team Leader and is responsible for supporting the commercial growth of Eezee through ensuring our customers get a delightful experience interfacing with Eezee.
Job Interactions & Interface:
This role interacts with cross-functional teams: BD, Seller Team, PIMS, L&F, Order Management Team, Finance, HR, etc.
This role reports to: CS Team Leader
Key Responsibilities
Responsible to handle all customer queries from all engagement channels (Calls, Email & Chat)
Ensuring customer enquiries are addressed in a timely manner in the areas of: o Fulfilling sourcing requests o Pushing quotations through Eezee system (QnF; liaising with Seller Team) o Updating customers on stock availability o Updating customers on logistic arrangements o Claim, exchange & refund
Working with Sales Team (BD) to ensure a seamless onboarding of Enterprise account
Gain deep familiarity with Key and SML account requirements in collaboration with the Buyer and Account Management team o Regular purchase cycles trigger re-stock notifications and monitoring orders o Industry categorization by collaborating with BD or ST o Product requirements and criteria o Understanding customer needs through active listening and need-based questions
Uphold customer service standards by being Eezee's champion on: o Voice procedures o Being a partner to our clients, we represent client's needs and requirements o Building a relationship with our customers
Collaborating with Seller, Buyer and PIMS (Product Category) teams to ensure a consistent tracking of key data points for reporting
Have a deep understanding of Customer SLAs targets and meeting department requirements in a collaborative manner
Experience in Customer Success for 1 year is a must
Experience in Outsourced Procurement/Sourcing is highly preferred but not required