Job Title Customer Experience Executive
Location Mumbai (Work From Home)
Department: Customer Experience / Service Operations
About the Role: we are looking for passionate, customer-focused, and result-oriented professionals to join our Customer Experience team. The ideal candidate should have experience in customer support, after-sales service, complaint handling, service operations, or customer relationship management within the consumer durable industry.
If you enjoy solving customer problems, coordinating with service partners, and improving the overall customer experience, we'd love to hear from you.
Key Responsibilities
• Manage end-to-end customer service operations for assigned regions/products.• Coordinate with Authorized Service Partners (ASPs) for timely service delivery.• Handle ASP onboarding, documentation, training coordination, and performance tracking.• Monitor and improve service TAT (Turnaround Time) to ensure SLA compliance.• Track service requests from registration to closure and ensure timely resolution.• Drive CSAT (Customer Satisfaction) improvement through quality service and customer follow-ups.• Resolve customer escalations by coordinating with internal teams and service partners. • Monitor repeat complaints and implement corrective actions to reduce recurrence.• Ensure spare parts availability by coordinating with warehouse and supply chain teams.• Prepare and analyze daily, weekly,



and monthly service performance reports.• Conduct performance reviews with ASPs and implement improvement plans.• Maintain accurate service records and ensure process compliance.• Work closely with Sales, Logistics, Product, and Technical teams for faster issue resolution.• Identify process improvement opportunities to enhance customer experience and operational efficiency.
Preferred Qualifications
• Bachelor's degree in any discipline.• 0.5 - 2 years of experience in Customer Experience, Service Operations, After-Sales Service, or Customer Support.
• Experience in Consumer Durables, Home Appliances, Electronics, or E-commerce is preferred. • Robust communication, coordination, and stakeholder management
skills. • Good knowledge of MS Excel (Pivot Tables, VLOOKUP/XLOOKUP, basic reporting) and Google Sheets. • Ability to manage multiple priorities in a fast-paced environment. Key Skills • Customer Service & Complaint Resolution • Service Operations • ASP/Vendor Management • Customer Escalation Handling • TAT & SLA Management • CSAT Improvement • After-Sales Service • Service Partner Performance Management • MIS Reporting & Data Analysis • Cross-functional Coordination • Process Improvement • Problem Solving & Communication

interested candidate Can contact - (phone hidden)

[email protected]

📌 Customer Expereince Executive (Panvel)
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