Job Summary:

We are seeking a dedicated Customer Experience Executive to oversee complaint resolution and escalation management for our retail pharmacy operations. The incumbent will be responsible for addressing store-level complaints, coordinating with store personnel and internal departments, and ensuring the timely and effective closure of all escalated customer concerns, thereby upholding a high standard of customer satisfaction.

Key Responsibilities:

Store Complaint Handling

- Handle customer complaints related to store service, staff behavior, product availability, billing, and in-store experience.

- Investigate the root cause of store-related complaints by coordinating with the concerned store.

- Ensure complaints are addressed and resolved within the expected timeline.

Escalation Management

- Receive, understand, and categorize store complaints and escalations.

- Prioritize issues based on urgency and business impact.

- Escalate complex or critical issues to the appropriate team or store management.

- Track escalations until complete resolution and closure.

Store / Partner Coordination

- Coordinate with store managers and staff to understand and resolve customer complaints.

- Follow up with stores on pending or repeated complaints.

- Ensure corrective action is taken at the store level where required.

Internal Coordination

- Coordinate with Operations, Pharmacy, Delivery, Finance, Business Development, and other relevant teams as needed.

- Ensure escalations are directed to the appropriate team for resolution.

- Follow up internally on pending issues and maintain ownership until closure.





Customer Communication

- Communicate with customers through calls, WhatsApp, email, chat, and other support channels regarding their complaints.

- Provide transparent, accurate, and timely updates on complaint status.

- Maintain a skilled and empathetic approach during all interactions.

Documentation & Reporting

- Maintain accurate records of store complaints and escalations.

- Update CRM/ticketing systems with complaint details and resolution status.

- Monitor pending and escalated cases.

- Identify recurring store-level issues and share insights with the relevant teams.

Requirements:

- 1 to 5 years of experience in Customer Support, Customer Experience, BPO, Healthcare, Retail, E-commerce, or a similar role.

- Looking for an energetic and soft-spoken candidate who can handle customer complaints and escalations professionally while following the required support guidelines and processes.

- Strong communication skills in Hindi is mandatory; proficiency in English and Tamil is also required. Knowledge of any additional language will be an advantage.

- Please apply only if you are comfortable speaking Hindi.

- Ability to understand complaints clearly and coordinate for the right resolution without miscommunication.

- Should be comfortable handling calls, WhatsApp, email, and other support channels.

- Good coordination and follow-up skills to work effectively with stores, internal teams, and business partners.

- Should be based in Coimbatore or willing to relocate to Coimbatore.

- Interested candidates can reach out to [email protected] or contact (phone hidden)

📌 Customer Experience Executive (Coimbatore)
🏢 HealthSy
📍 Coimbatore