About Company:
Online Retail Business and Solution provider for Brands, with an end-to-end integrated business solution for B2C eCommerce & Omnichannel. We provide seamless integration of technology, sales, merchandise, operations, and supply chain management to enable brands to manage their eCommerce business – including the brand’s own websites, Omni Channel solutions, retail store integration, and marketplace integration.
Position Title: Customer Experience Executive
Education: Graduate / Postgraduate
Experience: 0-1 years
Location: Bengaluru
Language: English and Hindi (Mandatory)
Role Description:
This is a full-time, on-site role for a Customer Experience Executive. Role requires a meticulous and customer-focused individual who will be responsible for managing online activities and providing excellent customer experience.
Responsibilities:
Manage Inbound calls and outbound calls to resolve queries to perfection.
Responding to customers on email and chats.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Coordinate with Brand/Catalog teams to address incorrect catalog issues reported through customer complaints.
Collaborate with Operations to identify delays and implement solutions to resolve customer pain points effectively.
Provide accurate, valid, and complete information by using the right methods/tools.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Follow communication procedures, guidelines, and policies.
Take the extra mile to engage customers.
Monitor and achieve key performance metrics such as response time, resolution time, and customer satisfaction scores.
Going beyond to not only meets but exceeds customer expectations and contributes to the creation of exceptional customer satisfaction.
Requirements:
Bachelor’s degree in business, Fashion, E-commerce, Marketing, or related field.
0–1 year of relevant experience in customer support, site merchandising, or e-commerce operations.
Strong phone contact handling skills and active listening.
Familiarity with CRM systems and practices.
Customer orientation and ability to adapt/respond to distinct types of characters.
Excellent communication and presentation skills.
Ability to multitask, prioritize, and manage time effectively.
Degree is mandatory.
Hindi and English are mandatory.
Retail and Ecommerce experience is an added advantage.
