Customer Experience Executive

Cars24; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Cars24 in Gurugram seeks a skilled customer support specialist to resolve grievances promptly and empathetically, collaborating with internal teams to implement effective solutions. You will adhere to SOPs, maintain detailed records, and strive to continuously improve customer experience.

The role requires strong written and verbal communication, 2+ years in support, and familiarity with CRM tools like Zendesk; basic Excel skills are a plus.

Qualifications

• 2+ years of work experience in customer support and grievance handling.
• Experience in a cross-functional and multi-cultural environment.
• Stellar written and verbal communication.
• Knowledge of Basic excel skills.
• Experience on CRM or ticket management tools like Zendesk is preferred.

Responsibilities

• Resolve customer grievances promptly, accurately, and empathetically to ensure customer satisfaction.
• Collaborate with internal stakeholders to identify and implement solutions to address customer issues effectively.
• Adhere to established Standard Operating Procedures (SOPs) and ensure their proper implementation.
• Identify and address gaps in existing processes, working diligently to improve and streamline procedures.
• Maintain comprehensive records of customer interactions and resolutions for future reference and analysis.
• Continuously strive to enhance customer experience by providing proactive support and addressing root causes of grievances.
• Stay updated on industry best practices and trends to suggest improvements in grievance handling processes.
• Uphold company values and maintain professionalism while interacting with customers and colleagues alike.
• Drive improvements in CSAT, NPS, and customer reviews through effective resolution and service recovery.

Skills

Customer support

Grievance handling

Communication

Cross-cultural environment

Tools

Zendesk

Job description

What would you do while you work with us?

• Resolve customer grievances promptly, accurately, and empathetically to ensure customer satisfaction.
• Collaborate with internal stakeholders to identify and implement solutions to address customer issues effectively.
• Adhere to established Standard Operating Procedures (SOPs) and ensure their proper implementation.
• Identify and address gaps in existing processes, working diligently to improve and streamline procedures.
• Maintain comprehensive records of customer interactions and resolutions for future reference and analysis.
• Continuously strive to enhance customer experience by providing proactive support and addressing root causes of grievances.
• Stay updated on industry best practices and trends to suggest improvements in grievance handling processes.
• Uphold company values and maintain professionalism while interacting with customers and colleagues alike.
• Drive improvements in CSAT, NPS, and customer reviews through effective resolution and service recovery.

Qualifications:

• 2+ years of work experience in customer support and grievance handling
• Experience in a cross-functional and multi-cultural environment
• Knowledge of Basic excel skills
• Stellar written and verbal communication
• Experience on CRM or ticket management tools like Zendesk is preferred