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 Current Product Development team on consumer testing, sample dispatches,

📌 Customer Experience (Mumbai)
🏢 PeopleGene
📍 Mumbai