Job Description:

Role Summary

We are looking for a Customer Experience & Application Support Executive to manage customer communication, application operations, complaint resolution, WhatsApp/IVR support, and event coordination. The role involves ensuring smooth application functioning, tracking and resolving customer concerns, coordinating with internal teams and developers, and preparing regular reports to improve customer experience and support operations.

● Application Management:

o Prepare accounts of flat holders
o Ensure folders of all required documents are prepared.
o Update the data in application as per the shared SOP.
o Ensure the smooth functioning of the application
o Time to time random check all modules of the app thoroughly.
o Educate the users with application usage process.
o Every relevant update should be communicated with user with help of notifications or through WhatsApp.
o share weekly input to Sr. marketing executive.
o Make sure app is updated with changes of app store and play store

● Incoming Call Management (IVR):




o Make sure each call should answer with smile and happy mode.
o Attend the call as humble & positive listener.
o Try to analyse customer reactions and his/her experience of IVR system.
o Transfer call to appropriate person (in Sales as per project, Purchase, or HR)
o Do not give any false answer & commitments.
o Goal should be to not miss any call. o Call back the "missed call" number and apologise if the person had waited for long.

● Complaint Management & VoC:
o Answer each and every customer complaint call very politely
o Prepare and maintain after sales excel sheet. (project name, flat number, complaint detail, VOC, customer name, complaint type, complaint passed on to, status, follow up, etc)
o Track each complaint daily o Proactively give updates to customer through app o Ask for review once complaint is solved in app o Give report related to complaint to concerned department (planning, execution, purchase, sales, etc

📌 Customer Support Executive. (India)
🏢 DC Consultants
📍 India