Customer Delight Executive

Marico; Ahmedabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

Marico is seeking a Customer Operations professional in Ahmedabad to own day-to-day operations of the Customer Delight function and ensure smooth execution, coordinating with internal teams and external partners to resolve issues within defined timelines.

The role requires 2–3 years of experience in Customer Operations with CRM tools (Freshdesk, Zendesk) and cloud telephony; strong ownership, coordination, and ability to manage multiple priorities in a fast-paced environment, with proficiency in

Qualifications

• 2–3 years in Customer Operations or CS Ops with similar brand.
• Hands-on with CRM tools like Freshdesk/Zendesk and cloud telephony.
• Strong ownership and stakeholder management.

Responsibilities

• Manage day-to-day operations of the Customer Delight function and ensure smooth execution.
• Monitor ticket queues, pending cases, and backlogs, and ensure SLA clearance.
• Act as first level escalation by working with the support team and addressing issues promptly.
• Coordinate with Logistics, Warehouse, Finance, Tech and Marketing to resolve issues.
• Track operational tasks and follow up to ensure timely closure.
• Identify bottlenecks and work with stakeholders to minimize impact.
• Support implementation of new operational processes and ensure proper execution.
• Ensure processes are followed and highlight gaps or deviations.

Skills

CRM platforms

Ownership & coordination

Multi-tasking

Excel/Sheets

Tools

Freshdesk

Zendesk

Shopify

Cloud telephony

Job description

The primary objective of this role is to own the day-to-day operations and ensure everything runs smoothly. The person will be responsible for managing operational activities, coordinating with internal teams and external partners, keeping a close watch on ticket queues and backlogs, and ensuring issues are resolved within the defined timelines.

Key Responsibilities:

• Manage the day-to-day operations of the Customer Delight function and ensure smooth execution.
• Monitor ticket queues, pending cases, and backlogs, and work with the team to ensure they are cleared within SLA.
• Act as the first level of escalation by working closely with the support team, by working on tickets and ensuring operational issues are addressed promptly and escalating critical concerns when required.
• Coordinate with internal stakeholders such as Logistics, Warehouse, Finance, Tech, Marketing, and other teams to drive timely issue resolution.
• Track all operational tasks and proactively follow up to ensure timely closure.
• Identify operational bottlenecks and work with the relevant stakeholders to ensure minimal impact on day-to-day operations.
• Support the implementation of new operational processes and ensure they are executed effectively.
• Ensure operational processes are being followed and highlight any gaps or deviations.

Preferred Experience & Skills:

• Min 2-3 years of experience in Customer Operations or Customer Support Operations with similar brand.
• Hands-on experience working with CRM platforms such as Freshdesk, Zendesk, or similar customer support tools along with a good understanding of cloud telephony platforms and shopify, on how it works and other customer support workflows.
• Strong ownership, coordination, stakeholder management, and follow-up skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Good working knowledge of Excel or Google Sheets.