Job Description

Responsibilities:

● Oversee end-to-end customer experience operations across WhatsApp, calls, email, Instagram DMs, social media comments, and other customer touchpoints.

● Handle and resolve complex or high-priority customer escalations with a focus on timely and effective resolution.

● Manage order-related queries as well as skincare related queries and assist the team with the brand aligned resolution.

● Monitor customer reviews and feedback across relevant platforms and ensure appropriate responses and follow-ups.

● Identify recurring customer issues and work with relevant teams to improve the overall customer journey.

● Lead, mentor, and support the CX team to ensure consistent customer service and performance standards.

● Conduct regular quality checks of customer conversations and calls to identify gaps and improvement areas.

● Provide constructive feedback and coaching to team members and identify training needs.

● Support the team with difficult or sensitive customer interactions and provide guidance on appropriate resolutions.





● Ensure the team follows established SOPs, processes, and communication guidelines.

● Create, implement, and continuously improve SOPs for customer support operations, including order handling, refunds, replacements, escalations, complaints, and other CX processes.

● Maintain standardized response templates for WhatsApp, email, social media, and other customer communication channels.

● Identify operational gaps and recommend process improvements to improve efficiency and customer experience.

● Ensure customer interactions, complaints, feedback, and resolutions are accurately documented and tracked.

● Analyze customer queries and chat dispositions to identify product, website, communication, and service-related pain points and prepare regular CX reports and highlight key trends, recurring issues, and areas requiring attention.

● Collaborate with the Recent Product Development team on consumer testing, sa

📌 Customer Experience Lead (Mumbai)
🏢 PeopleGene
📍 Mumbai