We are looking for a proactive and customer-focused Customer Experience Coordinator to manage the complete customer complaint journey for our Small Home Appliances.
The candidate will be responsible for receiving and managing complaints through CRM, WhatsApp, IVR, phone calls, and other customer communication channels, understanding the customer's concern, identifying the appropriate resolution, coordinating with relevant internal/service teams, and keeping the customer informed throughout the process.
The role will involve handling different resolution options such as Virtual Assistance (VA), Demo, replacement, refund, or carry-in service, depending on the nature of the complaint and company guidelines. Wherever approval is required, the candidate will coordinate with the Head – Customer Experience and ensure the necessary approval is obtained before communicating or executing the resolution.
The candidate will also be responsible for ensuring a positive post-service experience and encouraging customers to share their genuine reviews and ratings for both the product and service on relevant marketplace platforms.
Key Result Areas (KRAs)1. Complaint Receiving & Registration
- Receive customer complaints through multiple channels including:
- CRM
- WhatsApp
- IVR
- Phone calls
- Email
- Marketplace/customer communication channels
- Understand the customer's issue clearly and verify relevant product and order details.
- Ensure every complaint is properly registered and updated in the CRM.
- Categorize complaints based on the nature of the issue and required resolution.
- Ensure no customer complaint or follow-up is missed.
2. First-Level Complaint Assessment
- Understand and assess the customer's complaint before deciding the appropriate resolution route.
- Check whether the issue can be resolved through Virtual Assistance (VA) or basic troubleshooting.
- Guide customers through applicable troubleshooting steps wherever possible.
- Provide product de
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