Role Summary

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 demonstrations to customers over call/video/WhatsApp, wherever required, to help them understand the correct usage, operation, features, and functions of the product.
- If the issue cannot be resolved through VA, identify the appropriate next step based on the case, such as:
- Replacement
- Refund
- Carry-in service
- Technician/service support
- Other approved resolution
- Escalate cases requiring approval to the Head – Customer Experience.

3. Approval & Resolution Coordination

- Prepare and share complete details of cases requiring replacement, refund, carry-in service, or any special resolution with the reporting manager.
- Obtain the required approval before proceeding with an approval-based resolution.
- Coordinate with the relevant internal teams to execute the approved resolution.
- Follow up on replacement, refund, service, or other resolution requests until completion.
- Maintain proper documentation of all approvals and actions taken.

4. Customer Communication Throughout the Process

- Keep customers informed at every important stage of the complaint.
- Clearly communicate the resolution being provided to the customer, such as:
- Virtual Assistance / troubleshooting/ Video calling
- Product Demonstration




- Replacement
- Refund
- Carry-in service
- Technician/service visit
- Explain the next steps, expected timelines, and requirements clearly to the customer.
- Proactively update customers in case of any delay or change in the resolution process.
- Ensure customers do not have to repeatedly contact the company for status updates.

5. Replacement & Refund Coordination

- Coordinate replacement requests after receiving the required approval.
- Ensure the customer is informed about the replacement process and expected timelines.
- Coordinate with the relevant team for replacement processing and dispatch.
- Handle refund-related cases as per the company's defined process.
- Ensure all required approvals and documentation are completed before initiating refund-related actions.
- Follow up until the customer receives confirmation of the final resolution.

6. Carry-In / Service Coordination

- Identify complaints requiring carry-in service or physical product inspection.
- Inform the customer about the carry-in process, service location, and required next steps.
- Coordinate with the concerned service team/centre for service support.
- Track the case until the service is completed.
- Confirm with the customer that the issue has been resolved before closing the complaint.

7. Post-Resolution Customer Follow-Up

- Contact customers after resolution to confirm whether the complaint has been satisfactorily resolved.
- Take feedback regarding:
- Resolution provided
- Service experience
- Technician/service team experience, wherever applicable
- Overall customer experience
- Identify dissatisfied customers and escalate the concern to the reporting manager for further action.
- Ensure proper feedback is recorded in the CRM.

8. Marketplace Review & Rating

- After successful resolution, request customers to share their genuine feedback, review, and rating on the relevant marketplace/platform.
- Encourage customers to provide feedback for both:
- Product experience
- Service experience
- Track customer feedback, ratings, and reviews received through relevant channels.
- Identify negative reviews or ratings and share the underlying customer concern with the Head – Customer Experience.
- Support initiatives to improve product and service ratings through better customer resolution and experience.

9. CRM Management & Documentation

- Maintain accurate and complete records of every customer interaction.
- Update the CRM at each stage of the complaint journey.
- Record complaint details, troubleshooting performed, resolution selected, approvals, customer communication, service status, and final closure.
- Ensure all cases are properly closed only after the required resolution and customer confirmation.
- Maintain proper records of open, pending, escalated, and closed complaints.

10.



Customer Feedback & Improvement

- Identify recurring customer complaints related to products, defects, service, replacement, refund, or customer handling.
- Highlight repeated issues to the Head – Customer Experience.
- Share customer insights with relevant Product, Quality, Service, and Operations teams wherever required.
- Support initiatives aimed at reducing repeat complaints and improving the overall customer experience.

11. Reporting & MIS

- Maintain daily complaint and resolution trackers.
- Prepare regular reports covering:
- Complaints received
- Complaints resolved
- Open/pending complaints
- Replacement cases
- Refund cases
- Carry-in/service cases
- Escalated cases
- Customer feedback
- Marketplace reviews and ratings
- Ensure accurate and timely reporting to the Head – Customer Experience.

Customer Journey Ownership The candidate will be responsible for managing the customer journey from: Complaint Received → CRM Registration → Complaint Assessment → VA/Troubleshooting / Demo→ Resolution Identification → Approval (if required) → Replacement / Refund / Carry-In / Service → Customer Updates → Resolution Confirmation → Feedback → Marketplace Review & Rating → Case Closure

Desired Skills & Competencies

- Excellent verbal and written communication skills in Hindi and English.
- Strong customer-handling and listening skills.
- Valuable problem-solving and decision-making ability.
- Strong follow-up and coordination skills.
- Ability to handle dissatisfied or difficult customers calmly and professionally.
- Good working knowledge of MS Excel, Google Sheets, CRM and WhatsApp-based customer communication.
- Strong attention to detail and documentation.
- Ability to manage multiple customer complaints simultaneously.
- Proactive, organized, and customer-centric approach.
- Robust ownership and ability to follow cases through to final closure.

Qualification & Experience

- Graduate in any discipline.
- 2–3 years of experience in Customer Service, Customer Experience, After-Sales Service, Customer Support, or Service Coordination.
- Experience in consumer durables, home appliances, electronics, or e-commerce will be preferred.
- Experience handling CRM-based complaints, replacements, refunds, service requests, and customer escalations will be an added advantage.

Preferred Candidate Profile

- Confident and professional while communicating with customers.
- Patient and empathetic customer-handling approach.
- Strong follow-up and execution ability.
- Comfortable working with multiple communication channels and CRM systems.
- Willing to take ownership of the complete customer complaint-to-review journey.

Pay: Up to ₹25,000.00 per month

Benefits

- Health insurance
- Leave encashment
- Paid sick time

Ability to commute/relocate:
- Kirti Nagar, Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
- Have you handled customer complaints directly? Which channels have you handled—CRM, WhatsApp, IVR, phone, email or marketplace?

Experience:
- After-sales service: 1 year (Required)

Work Location: In person

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