Plantex E-Commerce Pvt. Ltd. is looking for an experienced Head – Customer Experience & Quality Control to lead customer experience, service quality, VOC, marketplace feedback, social media monitoring, audits and process improvement across the organization.

Key Responsibilities

- Own end-to-end Customer Experience across calls, chats, emails, marketplaces, D2C and social media.
- Lead and manage the CX and QC team with clear KRAs, KPIs and quality standards.
- Audit customer calls, chats, emails and marketplace responses for accuracy, SOP compliance and service quality.
- Monitor customer reviews, complaints and feedback across Amazon, Flipkart, D2C, Google Reviews and social media channels.
- Analyze customer complaints, returns, refunds, replacements, product defects, missing parts, transit damage and service issues.
- Conduct Root Cause Analysis and ensure corrective actions are implemented by the concerned departments.
- Coordinate with Product, QC, Warehouse, Sourcing, Growth, Marketplace, Supply Chain and Finance teams.
- Identify product, packaging, catalogue and operational issues through customer feedback.
- Develop and improve customer service SOPs, escalation processes and quality scorecards.
- Prepare Daily/Weekly/Monthly reports on customer complaints, CSAT, resolution TAT, quality scores,



marketplace ratings and recurring issues.
- Reduce repeat complaints, negative reviews and customer escalations.
- Ensure timely closure of customer issues and improvement actions.

Key KPIsCSAT, First Contact Resolution, Complaint Closure TAT, Repeat Complaint Rate, Quality Audit Score, SOP Compliance, Negative Review Reduction, Marketplace Ratings, Escalation Rate and Corrective Action Closure. Required Skills
- Robust experience in Customer Experience / Customer Service / Quality Assurance.
- Experience managing CX or QC teams.
- Good understanding of e-commerce and marketplace customer journeys.
- Strong analytical, reporting and Root Cause Analysis skills.
- Proficiency in Excel / Google Sheets and dashboards.
- Excellent communication and cross-functional coordination skills.
- Experience with Amazon, Flipkart, D2C or consumer brands will be preferred.

Preferred Industries: E-Commerce, D2C, Retail, Consumer Products, Consumer Durables or Home Improvement. Company: Plantex E-Commerce Pvt. Ltd.

Location: Ahmedabad, Gujarat

Experience: 6–10+ Years

Employment Type: Full-Time

- Interested candidates can apply with their updated resume along with Current CTC, Expected CTC, Notice Period and Current Location.

📌 Head – Customer Experience & Quality Control (Ahmedabad)
🏢 Plantex E-commerce Private
📍 Ahmedabad