Role & responsibilities :

- Handle critical customer escalations end-to-end and ensure timely closure.
- Ensure SLA and TAT targets are met for complex customer cases.
- Investigate repeated customer issues, identify root causes, and suggest long-term fixes to Product/Tech teams.
- Draft and share professional responses for complaints received on public platforms and regulatory portals.
- Work towards improving NPS and CSAT scores and reducing customer dissatisfaction (D-SAT).
- Coordinate with Finance, Operations, and Legal teams to resolve high-impact cases.
- Identify gaps in the customer journey and suggest improvements to enhance overall process efficiency.

Preferred candidate profile :





- Undergraduate/Graduate with 1-4 years of experience in Customer Service/Customer Experience (preferably handling escalations or regulatory cases).
- Excellent verbal and written communication skills.
- Ability to handle difficult customers over calls and emails.
- Strong experience in Root Cause Analysis (RCA) and preparing reports (Daily/Weekly/Monthly).
- Ability to work in high-pressure situations and manage escalations professionally.
- Hands-on experience with CRM tools, ticketing systems, and advanced MS Excel/Google Sheets.
- Customer-first mindset with robust focus on quality, compliance, and attention to detail.

📌 Customer Experience Executive (Gurugram)
🏢 Cars24
📍 Gurugram