Customer Experience Executive Job

Key responsibilities:

1. Offer gifting recommendations and act as a gifting consultant and liaison between customers and the company
2. Assist customers with orders, errors, any kind of complaints, product-related questions, billing, cancellations, refunds, and other queries
3. Guide customers and solicit insights from the customers
4. Interact with customers by phone, e-mail, WhatsApp, or online chat concerning their issues
5. Provide customer service for customers who are utilizing our social media communication avenues (Facebook, Twitter, and other social channels)
6. Create & post social media offers in coordination with the marketing team
7. Engage in cross-selling and up-selling opportunities within the customer care experience through all channels
8. Coordinate with category team members for solutions to customer issues and also involve in the first-hand correction of such issues
9. Resolve customer queries related to products, services, and billing
10. Attract potential customers by answering product and service questions and suggesting information about other products and service
11. Assist with the placement of orders, refunds, or exchanges
12. Assist with the conversion of failed orders
13. Create and extend coupons to customers as per company protocols
14. Attend to all inbound calls and inquiries on other channels like email, chat, social, etc
15. Make outbound calls for responding to customer inquiries
16. Derive actionable insights and feedback from customers

Skills & Requirements:

1. The minimum qualification required is a graduation/diploma holder from any discipline
2. Must be excellent in written and verbal communication in English
3. Must be focused on delivering quality work
4. Should possess problem-solving skills
5. Good interpersonal skills
6. Should have documentation skills, active listening, phone skills, resolving conflict, analyzing information, and multi-tasking skills

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