Customer Experience Executive

Intellectual Capital HR Consulting Pvt. Ltd.; Mumbai; In loco; INR 800.000 - 950.000; Tempo pieno

Descrizione del lavoro

Intellectual Capital HR Consulting Pvt. Ltd. is seeking an experienced customer service professional to manage inquiries from email, WhatsApp, and marketplace channels.

The role emphasizes timely responses on orders, deliveries, and policies, with a focus on empathetic, solution‑oriented communication. Ideal candidates will have 13+ years in customer service or ecommerce support, strong written and verbal skills, and experience with D2C brands or marketplaces.

Competenze

• Approximately 13 years of customer service, e-commerce support or customer experience experience.
• Strong written and verbal communication skills.
• Comfortable using email, spreadsheets, customer-service tools and marketplace portals.
• Good problem-solving ability, patience and attention to detail.
• Ability to manage multiple queries and follow issues through to closure.
• Experience with D2C brands, marketplaces or consumer products is preferred.

Mansioni

• Handle customer queries received through email, WhatsApp, website, marketplace messaging and other relevant channels.
• Provide timely and accurate responses regarding orders, delivery status, product information and company policies.
• Maintain professional, empathetic and solution-oriented communication.
• Follow up with customers where an issue requires additional time to resolve.

Conoscenze

Written communication

Verbal communication

Multitasking

Problem solving

Attention to detail

Marketplaces experience

Strumenti

Email

Spreadsheets

Customer-service tools

Marketplace portals

Descrizione del lavoro

Key Responsibilities

A. Customer Communication

• Handle customer queries received through email, WhatsApp, website, marketplace messaging and other relevant channels.


• Provide timely and accurate responses regarding orders, delivery status, product information and company policies.


• Maintain professional, empathetic and solution-oriented communication.


• Follow up with customers where an issue requires additional time to resolve.

B. Order & Delivery Support

• Track order status and coordinate with Operations, warehouses and logistics partners.


• Investigate delayed, missing, incorrect or damaged deliveries.


• Escalate fulfilment issues and ensure closure with the relevant team.


• Keep customers informed of material updates.

C. Returns, Refunds & Complaints

• Handle complaints and return/refund requests in accordance with MARKETPLACE's approved policies and applicable marketplace rules.


• Coordinate warranty or product-quality complaints with the relevant internal team.


• Maintain a record of complaints, resolutions and exceptions.


• Escalate sensitive, recurring or high-impact issues to the appropriate owner.

D. Marketplace & Customer Feedback

• Manage customer-service tickets on relevant marketplaces.


• Monitor customer feedback and identify recurring issues involving products, packaging, delivery or listings.


• Coordinate with Operations and Marketing to improve product information and customer communication.


• Maintain accurate complaint and resolution trackers.

E. Reporting & Process Improvement

• Track response times, resolution times, pending tickets and complaint categories.


• Prepare periodic customer-service reports.


• Identify opportunities to improve FAQs, response templates and service processes.


• Ensure customer information is handled responsibly and confidentially.

Candidate Profile

• Approximately 13 years of customer service, e-commerce support or customer experience experience.


• Strong written and verbal communication skills.


• Comfortable using email, spreadsheets, customer-service tools and marketplace portals.


• Good problem-solving ability, patience and attention to detail.


• Ability to manage multiple queries and follow issues through to closure.


• Experience with D2C brands, marketplaces or consumer products is preferred.

Review & Reputation Management

• Monitor customer reviews, ratings, feedback and questions across Amazon, Flipkart, Myntra, quick-commerce platforms and MARKETPLACE's website, as applicable.


• Identify negative reviews, low ratings and recurring customer concerns, and coordinate with Operations, Marketing and the relevant internal teams to resolve underlying issues.


• Maintain a review tracker capturing ratings, review volumes, key complaints, response status and resolution.


• Identify recurring product-related feedback concerning quality, fit, usability, packaging, product information and customer expectations, and share actionable insights with the relevant teams.


• Escalate critical product-quality concerns, repeated complaints and sudden deterioration in ratings to the appropriate team.


• Support compliant initiatives to encourage genuine customer reviews through platform-permitted mechanisms. Ensure that reviews are never fabricated, manipulated or incentivized in violation of platform policies.

Key Success Measures

• Response and resolution times.


• Pending ticket volume and ageing.


• Customer satisfaction and quality of responses, where measurable.


• Repeat complaint rates and escalation quality.


• Accuracy of customer-service records and adherence to approved policies.