1. Role Purpose The Senior Customer Experience Executive will be responsible for delivering a high-quality customer experience while providing effective sales and after-sales support. The role requires strong product knowledge, customer understanding, communication, problem-solving and cross-functional coordination to ensure customers receive accurate information and timely resolution.

The ideal candidate should understand the product portfolio in depth, confidently guide customers based on their requirements, handle product-related queries independently and take complete ownership of customer cases through to closure.

2. Product Knowledge & Customer Advisory

- Develop and maintain strong knowledge of the company's complete product portfolio, including features, specifications, applications, advantages, pricing, warranty and service policies.
- Understand product differences and recommend the most suitable product based on customer requirements.
- Confidently explain product features, benefits, usage and limitations to customers.
- Handle product-related customer queries independently wherever possible.
- Continuously update product knowledge when new products, features or policies are introduced.
- Identify gaps in customer understanding and provide clear, accurate product guidance.

3. Customer Experience

- Handle customer enquiries, complaints and requests through phone, email, WhatsApp and other approved communication channels.
- Provide accurate, professional and solution-oriented responses with a strong focus on customer satisfaction.
- Take complete ownership of customer cases from initiation to closure.
- Proactively follow up on pending cases rather than waiting for the customer to contact the company again.




- Handle difficult customers and escalations with maturity, empathy and professionalism.

4. Sales Support

- Support the Sales team with customer enquiries, product information, order-related requirements and follow-ups.
- Provide Sales with accurate product information and customer insights whenever required.
- Coordinate with Sales and relevant internal functions to ensure customer requirements are fulfilled.
- Follow up on customer requirements and ensure timely closure.
- Maintain accurate records of enquiries, customer requests, follow-ups and pending actions.

5. Complaint & Issue Resolution

- Understand the customer's actual concern and identify the appropriate resolution.
- Use product knowledge to distinguish between product-related, usage-related, service-related and process-related issues.
- Coordinate internally for resolution while retaining ownership of the customer case.
- Track escalated cases and ensure timely closure.
- Identify recurring customer or product issues and highlight them to management with practical recommendations.

6. After-Sales Support

- Handle product usage, warranty, replacement, service and other post-sales queries.
- Explain applicable policies and processes clearly to customers.
- Coordinate with relevant teams for service, replacement or other approved resolutions.
- Keep customers informed throughout the resolution process.




- Ensure all customer commitments are properly documented and followed up.

7. Customer Records, MIS & Reporting

- Maintain accurate and updated customer records and interaction history.
- Ensure enquiries, complaints, follow-ups and customer interactions are properly documented.
- Prepare regular reports on customer enquiries, pending cases, complaints, resolution status, sales-support activities and escalations.
- Monitor ageing cases and highlight matters requiring management intervention.
- Identify trends in customer queries and complaints and support continuous improvement.

8. Internal Coordination

- Work closely with Sales, QC, Operations, Dispatch, Warehouse, Accounts and other relevant functions to address customer requirements.
- Ensure clear communication between customers and internal teams.
- Follow up proactively rather than waiting for other departments to provide updates.
- Maintain professional working relationships across functions.

Candidate Profile

- Graduate in any discipline. A degree or diploma in Business Administration, Sales, Customer Service or a related field is an advantage.
- Relevant experience in Customer Care, Customer Experience, Sales Coordination, Sales Support or a similar customer-facing role.
- Strong verbal and written communication skills.
- Strong product-learning ability and confidence in explaining products to customers.
- Good customer-handling, follow-up and coordination skills.
- Strong attention to detail and ability to manage multiple priorities.
- Working knowledge of MS Excel, Word, email and CRM/ERP or other business systems.
- Ability to maintain trackers and prepare basic MIS.Role & responsibilities

Preferred candidate profile

📌 Senior Customer Experience Executive (Mumbai)
🏢 Ascent Meditech
📍 Mumbai