Role Summary
The Customer Experience & Process Excellence Executive will serve as the custodian of the customer journey at NeverOwned. The role goes beyond traditional customer support and focuses on building, implementing, and continuously improving processes that ensure a superior customer experience across all channels.
The successful candidate will work closely with Sales, Operations, Warehousing, Marketing, Franchisees, OEMs, and Management to drive customer satisfaction, operational efficiency, and business growth.
Key Responsibilities
Customer Communication Management
- Manage all customer communication channels including Phone, WhatsApp, Email, Website enquiries, Social Media, and Marketplace platforms.
- Ensure prompt, professional, and effective responses to customer queries.
- Establish service standards and response timelines across communication channels.
- Maintain complete records of customer interactions and follow-ups.
Complaint Resolution & Process Ownership
- Own the end-to-end complaint management process for both customers and internal stakeholders.
- Ensure timely closure of complaints while maintaining high customer satisfaction.
- Conduct root cause analysis of recurring issues and work with relevant teams to eliminate them permanently.
- Design and implement SOPs, escalation matrices, and service workflows aligned with industry best practices.
Customer Relationship Management
- Build strong relationships with customers and create positive experiences at every interaction.
- Handle difficult customer situations with empathy, professionalism, and confidence.
- Ensure customers feel valued, heard, and supported throughout their engagement with NeverOwned.
OEM, Warranty & Service Coordination
- Coordinate with brands, OEMs, service centres, logistics partners, and internal teams for complaint resolution.
- Manage stock-related complaints and claims with partner brands.
- Oversee extended warranty programs and support cross-sell and upsell initiatives.
Lead Management & Telecalling
- Manage inbound and outbound calling campaigns for leads generated through online and offline channels.
- Coordinate with the sales team to maximize lead conversion and customer engagement.
- Monitor campaign effectiveness and maintain daily lead tracking reports.
Online Reputation & Social Media Support
- Monitor and respond to customer reviews and feedback across Google, social media platforms, marketplaces, and other online channels.
- Coordinate with the marketing team to generate customer testimonials, video reviews, reels, and success stories.
- Support initiatives aimed at increasing customer engagement and strengthening the NeverOwned brand.
Reporting & Process Analytics
- Maintain dashboards and MIS reports related to complaints, response times, lead conversions, customer satisfaction, and service performance.
- Generate actionable insights for management and recommend process improvements.
- Track KPIs and drive continuous service excellence initiatives.
Skills & Qualifications
- Graduate/Post Graduate with 2-5 years of experience in Customer Experience, Customer Success, Operations, Retail, Telecalling, or Service Management.
- Outstanding verbal and written communication skills.
- Strong customer handling and conflict-resolution abilities.
- Excellent organizational, analytical, and multitasking capabilities.
- Good working knowledge of Excel, CRM tools, Google Workspace, and reporting systems.
- Ability to design, implement, and improve business processes.
- Comfortable working in a fast-paced, high-growth environment.
Salary will not be a constraint for the right candidate
Why Join NeverOwned:
* Mentorship from experienced leaders and founders.
* Opportunity to work in a fast-scaling national brand.
* Clear pathways for growth into Finance Analyst, Business Controller, or Operations Lead roles.
* ESOPs allocation plans for high performers
Pay: ₹400,000.00 - ₹500,000.00 per year
Work Location: In person
