Company Description ikahi is a growing organization focused on delivering high-quality customer experiences across diverse products and services. The company emphasizes collaborative work, continuous improvement, and data-informed decision-making to enhance every stage of the customer journey. Team members are encouraged to share insights, experiment with new approaches, and contribute directly to service enhancements.

At Ikahi, we make minimal body and face care rooted in science, consistency and performance.

No noise, no gimmicks. We want our customer experience to work the same way.

Role Description The Customer Experience SME is a full-time, on-site role based in the Gurugram, responsible for optimizing customer interactions and satisfaction across channels. In this role, the individual analyzes customer feedback and service data, identifies trends, and recommends process improvements to enhance the overall experience. Day-to-day tasks include supporting customer-facing teams with guidance and best practices, developing and refining customer support workflows, and partnering with operations and product teams to resolve recurring issues.

The SME will create and maintain documentation,



contribute to training materials, and participate in cross-functional meetings to ensure customer-centric decisions. This role also involves monitoring key customer metrics, preparing reports, and presenting insights to stakeholders.

Qualifications

- Candidates should possess robust Interpersonal Skills and Communication abilities to interact effectively with customers and internal teams.
- Candidates should possess expertise in Customer Satisfaction and Customer Support to manage escalations and improve service quality.
- Candidates should possess solid Analytical Skills to interpret customer data, identify patterns, and propose actionable improvements.
- Candidates should possess familiarity with customer experience frameworks, feedback systems, and CRM tools.
- Candidates should possess the ability to work on-site in the Greater Gurugram Area, manage multiple priorities, and collaborate with cross-functional stakeholders.
- Candidates should possess prior experience in customer experience, service operations, or a related field; a relevant degree or certification is beneficial.

📌 Customer experience SME (Gurugram)
🏢 ikahi
📍 Gurugram