Role & responsibilities
Manage and improve the overall customer experience and satisfaction levels.
Handle customer escalations and ensure timely and effective resolution.
Identify customer pain points and implement solutions to improve service quality.
Monitor customer feedback, complaints, and service-related issues.
Work closely with Operations, Sales, Warehouse, and other internal teams to resolve customer concerns.
Develop and track key customer experience metrics such as CSAT, NPS, response time, resolution time, and complaint closure.
Analyse customer feedback and identify recurring issues and improvement prospects.
Conduct regular reviews and prepare MIS/reports related to customer experience.
Establish and improve SOPs and processes to enhance customer service standards.
Coach and guide team members on customer handling, communication, and escalation management.
Ensure timely follow-up and closure of customer complaints.
Preferred candidate profile
5- 7 years of experience in Customer Experience, Customer Success, Customer Service, Client Servicing, or related roles.
Candidates from B2B, E-commerce, Logistics, FMCG, Food-Tech, Retail, or similar industries are preferred.
Graduate degree in any discipline; MBA/PG qualification in Marketing, Operations, or a related field is an added advantage.