Customer Experience Executive – IKIRU
Role Overview:
The Customer Experience Executive will be responsible for managing end-to-end customer interactions, ensuring a seamless buying journey, and actively contributing to revenue through conversions. This role goes beyond support—it requires a strong sales mindset, proactive follow-ups, and ownership of the entire customer lifecycle from enquiry to post-delivery experience.
Key Responsibilities:
- Customer Communication:
- Handle and respond to customer queries across multiple channels including WhatsApp, calls, email, and Instagram in a timely and professional manner.
- Sales & Conversions:
Engage with potential customers, understand their requirements, and convert enquiries into successful orders by guiding them effectively.
Proactively follow up with interested customers, pending enquiries, and abandoned carts to maximize conversion opportunities.Work closely with vendors and internal teams to ensure timely processing, accurate updates, and smooth order fulfillment.Handle customer complaints related to delays, damages, replacements, or any service issues with empathy and efficiency.Take full responsibility for the customer journey—from first interaction to post-delivery support—ensuring a positive and consistent experience.Key Performance Indicators (KPIs):
- Order Coordination:
- Issue Resolution:
- End-to-End Ownership:
- Revenue contribution from customer interactions
- Conversion rate (enquiries to orders)
- Average response and resolution time
- Customer Satisfaction Score (CSAT)
- Number of pending or unresolved tickets
Requirements:
- Communication Skills:
- Strong verbal and written communication in both Hindi and English.
- Sales Orientation:
Ability to think beyond support and actively drive sales through conversations.Strong follow-up skills with a proactive approach to problem-solving.Ability to handle high-pressure situations, manage multiple conversations, and prioritize tasks effectively.
- Ownership & Accountability:
- Adaptability:
Job Type: Full-time
Pay: ₹10,000.00 - ₹50,000.00 per month
Work Location: In person
