The Customer Experience Executive will be responsible for managing customer interactions across phone, email and digital channels, resolving customer queries and complaints, coordinating with internal stakeholders, and ensuring timely and effective resolution of customer issues. The role will also be responsible for identifying recurring customer concerns and service gaps and contributing to continuous improvement of the overall customer experience.

KEY RESPONSIBILITIES

- Handle a high volume of customer calls, emails and digital queries in a professional and timely manner.
- Understand and assess customer needs and provide appropriate solutions.
- Handle customer complaints and escalations, providing suitable resolutions within defined timelines.
- Follow up proactively on open issues until satisfactory resolution and closure.
- Build positive and sustainable relationships with customers through clear, empathetic and professional communication.
- Provide accurate, complete and relevant information using appropriate systems and resources.
- Coordinate with internal teams such as Operations, Warehouse, Logistics, Retail, E-commerce and Finance to resolve customer issues.
- Monitor unresolved and escalated cases and ensure timely closure.
- Maintain accurate customer interaction and resolution records in the CRM/ticketing system.
- Identify recurring customer complaints, service gaps and operational issues and share relevant insights with internal stakeholders.
- Follow established customer-service procedures, guidelines and policies.
- Ensure a consistent and high-quality customer experience across all customer touchpoints.
- Go beyond basic query resolution where required to create a positive customer experience.

KNOWLEDGE, SKILLS & COMPETENCIES




- Strong customer-handling skills across phone and email.
- Excellent written and verbal communication skills, with strong English grammar.
- Strong customer orientation and ability to interact effectively with different types of customers.
- Empathy, patience and active listening skills.
- Strong problem-identification and problem-solving ability.
- Ability to handle difficult customers and escalated situations professionally.
- Ability to multitask, prioritise and manage time effectively.
- Working knowledge of CRM/customer-support systems.
- Freshdesk, Return Prime and Shopify experience will be an advantage.
- Working knowledge of Microsoft Office and Google Workspace.
- Working knowledge of Microsoft Excel/Google Sheets for reporting, data tracking and basic analysis is mandatory.
- Comfortable working with technology, data and digital platforms.
- Solid ownership and follow-through.
- High integrity and accountability.
- Decisiveness and sound judgement.
- Punctuality and reliability.
- Flexibility to support business requirements during peak periods, subject to applicable working-hour and company policies.

QUALIFICATION & EXPERIENCE
- Graduation in any discipline.
- 3–6 years of relevant experience in Customer Experience, Customer Support, Customer Service or a similar role.
- Experience in e-commerce, D2C, retail, fashion or consumer-facing businesses would be an advantage.

ROLE EXPECTATION

Farida Gupta is a customer-obsessed organisation and believes that customer experience is a key driver of sustainable business growth. This role is suited to someone who takes genuine ownership of customer issues, does not limit themselves to simply closing tickets, and is willing to work collaboratively across teams to deliver meaningful solutions to customers.

📌 Customer Experience Specialist (Delhi)
🏢 Farida Gupta
📍 Delhi