Customer Experience Executive

HealthSy; Coimbatore District; On-site; INR 300,000 - 550,000; Full time

Job summary

HealthSy in Coimbatore is seeking a Customer Experience Executive to oversee complaint resolution and escalation management for our retail pharmacy operations. The incumbent will coordinate with store personnel and internal teams to ensure timely closure of escalated customer concerns, upholding high customer satisfaction.

Responsibilities include handling store complaints, analyzing root causes, tracking escalations, coordinating with Operations, Pharmacy, Delivery, Finance and other teams, and

Qualifications

• 1 to 5 years of experience in Customer Support, Customer Experience, or related roles.
• Willingness to relocate to Coimbatore if not currently based there.
• Fluency in Hindi is mandatory; English and Tamil proficiency also required.

Responsibilities

• Store Complaint Handling: address complaints related to store service, staff behavior, product availability, billing and in-store experience; investigate root causes by coordinating with the store; ensure timely resolution.
• Escalation Management: receive, categorize and prioritize complaints; escalate complex issues to the appropriate teams; track until complete resolution.
• Store / Partner Coordination: coordinate with store managers and staff to resolve complaints; follow up on pending or repeated issues; ensure corrective action at store level.
• Internal Coordination: liaise with Operations, Pharmacy, Delivery, Finance, Business Development and other teams; route escalations to the right team; maintain ownership until closure.
• Customer Communication: contact customers via calls, WhatsApp, email, chat; provide timely, clear updates on status with empathy.
• Documentation & Reporting: maintain records in CRM/ticketing systems; monitor pending cases; share insights on recurring issues.

Skills

Hindi fluency

English proficiency

Tamil proficiency

Job description

Job Summary:
We are seeking a dedicated Customer Experience Executive to oversee complaint resolution and escalation management for our retail pharmacy operations. The incumbent will be responsible for addressing store-level complaints, coordinating with store personnel and internal departments, and ensuring the timely and effective closure of all escalated customer concerns, thereby upholding a high standard of customer satisfaction.

Key Responsibilities

Store Complaint Handling

• Handle customer complaints related to store service, staff behavior, product availability, billing, and in-store experience.
• Investigate the root cause of store-related complaints by coordinating with the concerned store.
• Ensure complaints are addressed and resolved within the expected timeline.

Escalation Management

• Receive, understand, and categorize store complaints and escalations.
• Prioritize issues based on urgency and business impact.
• Escalate complex or critical issues to the appropriate team or store management.
• Track escalations until complete resolution and closure.

Store / Partner Coordination

• Coordinate with store managers and staff to understand and resolve customer complaints.
• Follow up with stores on pending or repeated complaints.
• Ensure corrective action is taken at the store level where required.

Internal Coordination

• Coordinate with Operations, Pharmacy, Delivery, Finance, Business Development, and other relevant teams as needed.
• Ensure escalations are directed to the appropriate team for resolution.
• Follow up internally on pending issues and maintain ownership until closure.

Customer Communication

• Communicate with customers through calls, WhatsApp, email, chat, and other support channels regarding their complaints.
• Provide clear, accurate, and timely updates on complaint status.
• Maintain a professional and empathetic approach during all interactions.

Documentation & Reporting

• Maintain accurate records of store complaints and escalations.
• Update CRM/ticketing systems with complaint details and resolution status.
• Monitor pending and escalated cases.
• Identify recurring store-level issues and share insights with the relevant teams.

Requirements

• 1 to 5 years of experience in Customer Support, Customer Experience, BPO, Healthcare, Retail, E-commerce, or a similar role.
• Looking for an energetic and soft-spoken candidate who can handle customer complaints and escalations professionally while following the required support guidelines and processes.
• Strong communication skills in Hindi is mandatory; proficiency in English and Tamil is also required. Knowledge of any additional language will be an advantage.
• Ability to understand complaints clearly and coordinate for the right resolution without miscommunication.
• Should be comfortable handling calls, WhatsApp, email, and other support channels.
• Good coordination and follow-up skills to work effectively with stores, internal teams, and business partners.
• Should be based in Coimbatore or willing to relocate to Coimbatore.