Customer Success Executive

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

Work Culture
Eezee’s a fast-growing Singaporean company in the B2B space. Who are we looking for? We’re looking for someone that’s ambitious, driven, and ready to work hard. If you’re looking for comfort and routine at a 9-6 job, this isn’t for you. Our team are made up of people who are prepared to work fast, break rules, and deliver results. We’re like no other company out there. If you think you’ve got what it takes, apply now.

Your Work Experience
Send us a one-minute video. Tell us about yourself, tell us about why you think you can fit, tell us about why you think you can perform.

Your Education
At Eezee, we believe education goes beyond that certificate. Curiosity is one of our core values. What’s learning to you? We want to know what you’ve done to learn the skills needed to perform at this job.

Your Cover Letter
At Eezee, we believe in communication. Tell us something about yourself that’s not going to be on your CV. Tell us your story. If you put in the effort, we promise to read every cover letter.

Job Type: Full-time
Salary: Rp5,500,000 – Rp6,500,000 per month

Ability to commute/relocate:
Padang: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
Can speak English fluently
Resume or CV is in English