Responsibilities:● Oversee end-to-end customer experience operations across Whats App, 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 Whats App, 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, sample dispatches, feedback collection, and follo

📌 Customer Experience (Mumbai)
🏢 PeopleGene
📍 Mumbai