Customer Success Executive

About Neo Tokyo

Neo Tokyo is a tech infrastructure company based in Kochi. We design and build custom PCs, workstations, servers, NAS and networking solutions, and provide AMC and professional services. Our customers include individuals, professionals, businesses and enterprises. We help them scale their computing without disruption.

About the role

You take over every customer once their advance is paid, and you own the relationship from then on. You keep them informed while their order is built, you make sure delivery goes smoothly, and you stay in touch long after.

You also run our customer feedback system, which covers NPS, CSAT and closing the loop on every unhappy customer. And you grow revenue from existing customers through AMC contracts, service plans, upgrades, repeat orders and infrastructure solutions. You report to the Communications Lead.

Key responsibilities

Order follow-through (from advance paid to handover)

Take over each customer from the sales team once Accounts confirms the advance, and introduce yourself within 24 hours

Track every order through procurement, build and quality checks in the company ERP

Update the customer at every milestone, and at least once every 3 working days

If a delivery date slips, inform the customer the same day with a confirmed new date

Coordinate the handover date with the build team, and the balance payment with Accounts before the system is released

Attend or support the handover, and walk the customer through their system, invoice, warranty and service contact

Customer feedback system (NPS and CSAT)

Send feedback surveys on WhatsApp at three points

Within 24 hours of the advance being confirmed: NPS and CSAT on the buying experience

Within 24 hours of handover: NPS and CSAT on delivery and the product

Within 24 hours of every service ticket or AMC visit closing: CSAT only

Use the right survey for each customer: a 3-question survey for individual customers, and a 5-question survey for business and enterprise customers

If there is no reply within 48 hours, call the customer and ask the same questions word for word, without prompting. Make up to 2 call attempts, then close the survey as "No response".

Record every score, comment and channel (WhatsApp or call) against the customer in the ERP

Act on every response

Detractors (NPS 0–6 or CSAT 1–2): call within 4 working hours (2 for business customers). Find the root cause, agree a fix and a date with the right team, and close the case within 3 working days. A case is closed only once the customer confirms the fix.

Escalation

any business-customer detractor, or any case still open after 3 days, goes to management the same day

Passives (NPS 7–8): within 2 working days, ask what would have made it a 10, and log the answer

Promoters (NPS 9–10): thank them and ask for a referral. For business customers, also ask for a testimonial or case study with their written consent.

Process flags: if a business customer rates our understanding of their requirement, or our proposal and pricing, at 3 or below, call them within 1 working day even if their NPS is high

Tag every detractor and passive with a root cause: response speed, product or solution advice, quote clarity, price, payment process, staff communication, delivery timeline, build quality, service quality, or other

Send the same Google review link to every customer after handover, whatever their score. Never ask only happy customers, never ask for reviews in the store, and never offer anything in return for a review.

Prepare reports

Daily

status of open detractor cases

Weekly: response rate, CSAT and rolling 90-day NPS, split by individual and business customers, with open and closed cases and the top root causes

Monthly

trends, the top 3 root causes with action owners, and progress on fixes

Customer relationship (after handover)

Check in with every customer at day 30 after handover, then every quarter

Raise service issues to the service team through the ERP and follow them to closure, keeping the customer informed

Flag repeat complaints and at-risk customers to the Communications Lead the same day

Revenue from existing customers

Sell AMC contracts, service plans, deep cleaning and upgrades to existing customers

Generate repeat orders, such as additional systems, peripherals and replacements

Understand each business customer's full IT infrastructure (computers, servers, storage, networking, backup) and identify gaps, risks and upgrade needs

Work with our Solution Engineer to design and propose solutions based on that assessment

Renew AMC contracts before they expire

Target achievement

Achieve monthly targets for revenue from existing customers, AMC sales and AMC renewals

ERP discipline

Record every order update, survey, score, call, case, root cause and sale in the ERP on the same day

Keep a next action and due date on every open customer record and feedback case

ERP records are audited weekly, and their accuracy is part of your performance review

A sale counts towards your target only once Accounts confirms the payment

Meet the feedback-system service levels

A survey is sent within 24 hours of every trigger

Every detractor is called within the time limit

At least 90% of detractor cases are closed within 3 working days

Track your target against actual results every day, and take part in weekly and monthly reviews with the Communications Lead

Pay

₹22,500.00 - ₹25,000.00 per month

Benefits

Flexible schedule

Work from home

Work Location

In person