Customer Experience Executive

Company Description

Company engages in the business of e-commerce, trading, distribution, and retail of consumer products across sectors such as pet care, beauty, personal care, lifestyle, and general merchandise. The company operates through digital platforms, online marketplaces, direct-to-consumer channels, wholesale distribution, and also undertakes import and export activities across domestic and international markets.

Role Overview - The Customer Experience Executive will be responsible for managing customer interactions, ensuring smooth support across e-commerce platforms, and maintaining a high standard of service. The role involves handling customer queries, coordinating internally to resolve issues, supporting brand partnerships, and ensuring that every customer interaction reflects the companys commitment to quality and care.

The role is strictly for candidates who are already in Hyderabad location and who are ready to immediately interview and join if selected.

Roles & Responsibilities

Customer Support & Engagement

• Manage customer enquiries across email, chat, social media, and e-commerce platforms.
• Assist customers with product information, orders, returns, replacements, and general support.
• Interact with customers through calls when required to resolve queries efficiently and maintain a positive experience.
• Maintain professional, empathetic, and solution-oriented communication with customers.

E-commerce & Operations Support

• Monitor and respond to enquiries related to online orders and product information.
• Coordinate with internal teams such as operations, logistics, and marketing to resolve customer issues quickly.
• Assist in managing returns, exchanges, warranty requests, and other post-purchase support.

Customer Experience Management

• Track common customer concerns and share insights to help improve service quality and product experience.
• Maintain organized records of customer interactions and support requests.
• Ensure timely follow-ups and resolution of customer issues.

Partnerships & Collaboration Support

• Handle inbound enquiries related to collaborations and partnerships.
• Support communication and coordination with external partners when required.

Skills & Requirements

• 13 years of experience in customer support, customer experience, or e-commerce operations preferred.
• Strong communication skills in English and Hindi (both spoken and written are mandatory).
• Comfortable interacting with customers via email, chat, and phone when required.
• Tech-savvy and able to quickly learn new tools, platforms, and CRM systems.
• Strong problem-solving skills, attention to detail, and ability to manage multiple queries efficiently.
• Customer-first mindset with a proactive and professional approach.