Customer Success Manager (CSM) & Front Office Executive
Location: Kochi, Kerala
Employment Type: Full-Time
Experience: 1–3 Years
Salary: ₹15,000 – ₹25,000 per month, based on experience and skills
About the Role
We are looking for a Customer Success Manager (CSM) & Front Office Executive who will be responsible for managing client relationships while also handling the company's front-office operations.
The ideal candidate should be confident, professional, well-spoken, organized, and customer-focused, with the ability to communicate effectively with clients and coordinate with internal teams.
The primary responsibility will be customer success and client management, with front-office and administrative responsibilities as part of the role.
Key ResponsibilitiesCustomer Success & Client Management
- Act as the primary point of contact for assigned clients.
- Build and maintain strong, long-term relationships with clients.
- Understand client requirements and ensure they are communicated clearly to the internal team.
- Follow up with clients regarding requirements, approvals, feedback, and pending activities.
- Coordinate with internal teams to ensure projects and deliverables are progressing smoothly.
- Handle client queries and concerns professionally and ensure timely resolution.
- Regularly check client satisfaction and identify areas for improvement.
- Maintain proper records of client communication, requirements, and follow-ups.
- Identify opportunities for upselling and cross-selling company services.
- Support client retention and contribute to overall business growth.
Front Office Responsibilities
- Manage the reception and front-office operations.
- Welcome clients, visitors, candidates, and business partners professionally.
- Handle incoming calls and direct them to the appropriate team members.
- Manage appointments, meetings, and visitor coordination.
- Respond to general enquiries professionally.
- Maintain visitor and front-office records.
- Coordinate courier, documents, and other basic office requirements.
- Support HR and administration with day-to-day coordination when required.
- Maintain a professional and organized reception area.
Internal Coordination
- Coordinate effectively between clients and internal departments.
- Follow up with team members on client-related tasks.
- Escalate important client concerns to management when necessary.
- Ensure important client information and updates are communicated to the concerned teams.
- Participate in client meetings and prepare follow-up points when required.
Required Skills
- Excellent verbal and written communication skills.
- Strong interpersonal and customer-handling skills.
- Confident and professional personality.
- Excellent follow-up and coordination abilities.
- Strong organizational and multitasking skills.
- Good problem-solving and decision-making skills.
- Ability to handle difficult clients professionally.
- Basic knowledge of MS Office / Google Workspace.
- Good English communication is essential.
- Malayalam communication is an advantage.
- Ability to work independently and take ownership of responsibilities.
Preferred Qualifications
- Bachelor's degree in any discipline.
- 1–3 years of experience in Customer Success, Client Relationship Management, Front Office, Reception, Sales Coordination, or a similar role.
- Experience in a digital marketing agency, advertising company, media company, hospitality, or service-based organization will be an advantage.
- Freshers with exceptional communication and interpersonal skills may also be considered.
Key Performance Indicators (KPIs)
- Client satisfaction and retention.
- Timely response to client queries.
- Quality and consistency of client follow-ups.
- Effective coordination between clients and internal teams.
- Resolution of client concerns.
- Client renewal and retention rate.
- Upselling/cross-selling opportunities generated.
- Professional handling of front-office operations.
- Accuracy of client and visitor records.
Working Hours
9:30 AM – 6:30 PM
The employee is expected to take ownership of assigned responsibilities and ensure important client and front-office tasks are completed within the required timelines.
Ideal Candidate
We are looking for someone who is:
Confident Professional Friendly Responsible Proactive Customer-Focused Well-Organized
The person should be capable of representing the company professionally in front of clients while ensuring smooth day-to-day front-office operations.
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
