Customer Engagement Associate - Kannada Language Support
About FIXXLY
Fixxly is quick-commerce built specifically for trade professionals. We deliver plumbing, electrical, hardware, and paint supplies straight to your job site in 30 minutes, ensuring a missing part never stalls your work.
About the Role
We're looking for a Customer Engagement Associate to own our most critical customer interactions at FIXXLY. This role combines Customer Experience and Inside Sales, ensuring customers receive exceptional support when things go wrong and a seamless experience when placing high-value or bulk orders.
You'll act as the bridge between customers and internal teams, taking complete ownership of issues from start to finish while building long-term customer relationships. This is a role for someone who enjoys solving problems, communicating with customers, and taking ownership in a fast-moving startup workplace.
What You'll Do
*1. Customer Experience Management*
Own the customer experience throughout the order journey, ensuring customers receive timely, accurate,
and empathetic support. Responsibilities include:
- Be the primary point of contact for customers with questions regarding their orders, products, deliveries, and other order-related enquiries.
- Take ownership of customer issues when orders do not go as expected, managing communication from start to resolution.
- Understand customer concerns, de-escalate situations, and build confidence through clear and proactive communication.
- Coordinate with operations, logistics, procurement, and other internal teams to resolve customer issues quickly.
- Provide regular updates to customers until their issue is fully resolved.
- Ensure every customer interaction leaves the customer feeling supported, even when expectations cannot be fully met.
- Identify recurring issues and partner with internal teams to improve processes and reduce future customer friction.