Title: Customer Experience Executive
Company: Ok App
Role: Customer Experience (CX) Executive
Location: Bengaluru
Employment Type: Full-Time
About OK
OK is a technology-driven quick commerce platform focused on delivering groceries and everyday essentials to customers with speed, reliability, and convenience. We are building a customer-first shopping experience powered by data, efficient operations, and seamless execution.
The Role
As a Customer Experience Executive, you are not a traditional "call center agent" reading from a script. You are an operational problem-solver.
When an issue reaches our shared inbox, the initial details have already been collected. Your job is to read the context, investigate the root cause across our internal systems, execute a swift resolution, and ensure accurate data logging before closing the interaction silently.
Key Responsibilities:
- Rapid Ticket Resolution: Monitor the shared team inbox and take ownership of escalated customer issues. Diagnose and resolve complex problems instantly.
- Policy Execution: Exercise strong judgment to issue resolutions, such as refunds or replacements, strictly within defined company policies and approval limits.
- Logistics Coordination: Collaborate with ground teams and delivery partners to manage and correct real-time logistical issues.
- Data Accuracy: Categorize all interactions accurately to power our operational analytics and daily reporting pipelines.
- Continuous Improvement: Identify and flag recurring systemic issues to the relevant internal teams to help improve the overall product experience.
- What We're Looking For
- Tech-Savvy & Fast: You are highly comfortable navigating multiple internal platforms and modern shared inboxes simultaneously.
- Decisive & Autonomous: You don't freeze under pressure. You know exactly when to execute a resolution and when to escalate to management.
- "Silent Fixer" Mentality: You understand that the best customer service is fixing the problem before the customer even realizes how hard it was. You write concise, punchy resolutions with no fluffy corporate essays required.
- Shift Flexibility: Quick-commerce never sleeps. You are open to working rotational shifts (peak grocery demand often occurs late at night or early morning).
- Why Join Ok App?
- Work at the cutting edge of modern support operations. You won't be answering basic FAQs, but rather handling the complex, high-value escalations that actually require human intelligence.
- Direct impact on our daily operations. Your accurate tracking directly informs executive-level reporting.
- Fast-paced, hyper-growth environment with clear paths to management roles.
Ok App is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pay: ₹300,000.00 - ₹500,000.00 per year
Work Location: In person
