Customer Experience Intern

Phitku Namastu Enterprise; Gurugram District; On-site; INR 300,000 - 520,000; Full time

Job summary

Phitku Namastu Enterprise is seeking a customer support professional to act as the first point of contact for queries received via WhatsApp, email, social media, and other channels. You will respond professionally, empathetically, and in line with our brand voice.

You will coordinate with internal teams, resolve order related issues, maintain records in CRM, monitor feedback, and prepare daily and weekly reports.

Responsibilities

• Act as the first point of contact for customer queries received via WhatsApp, email, social media, and other support channels.
• Respond to customer inquiries in a timely, professional, and empathetic manner while maintaining the brand's tone of voice.
• Resolve basic customer concerns related to orders, deliveries, returns, exchanges, refunds, and product information, escalating complex issues when required.
• Coordinate with internal teams (Operations, Logistics, Marketing, and Warehouse) to ensure prompt resolution of customer issues.
• Track and follow up on pending customer cases until closure to ensure a seamless customer experience.
• Maintain accurate records of customer interactions, complaints, and resolutions in the designated CRM or tracking system.
• Monitor customer feedback and identify recurring issues or improvement opportunities, sharing insights with the reporting manager.
• Support order management by verifying order details and assisting customers with modifications wherever applicable.
• Assist in implementing customer engagement initiatives to improve customer satisfaction and retention.
• Ensure all customer interactions adhere to the company's service quality standards and response time SLAs.
• Prepare daily and weekly reports on customer queries, resolutions, and feedback trends.
• Continuously learn about Phitku's products, policies, and processes to provide accurate information to customers.

Job description

Role & responsibilities

• Act as the first point of contact for customer queries received via WhatsApp, email, social media, and other support channels.
• Respond to customer inquiries in a timely, professional, and empathetic manner while maintaining the brand's tone of voice.
• Resolve basic customer concerns related to orders, deliveries, returns, exchanges, refunds, and product information, escalating complex issues when required.
• Coordinate with internal teams (Operations, Logistics, Marketing, and Warehouse) to ensure prompt resolution of customer issues.
• Track and follow up on pending customer cases until closure to ensure a seamless customer experience.
• Maintain accurate records of customer interactions, complaints, and resolutions in the designated CRM or tracking system.
• Monitor customer feedback and identify recurring issues or improvement opportunities, sharing insights with the reporting manager.
• Support order management by verifying order details and assisting customers with modifications wherever applicable.
• Assist in implementing customer engagement initiatives to improve customer satisfaction and retention.
• Ensure all customer interactions adhere to the company's service quality standards and response time SLAs.
• Prepare daily and weekly reports on customer queries, resolutions, and feedback trends.
• Continuously learn about Phitku's products, policies, and processes to provide accurate information to customers.