Customer Experience Manager

The Knotty Rope; Gurugram District; On-site; INR 279,000 - 391,000; Full time

Benefits offered by this job

Growth opportunities

Collaborative environment

Job summary

The Knotty Rope in Gurugram, Haryana, India is seeking a Customer Experience Manager to lead premium customer service across all channels. You will be the first point of contact, handling inquiries, orders, returns, and data reconciliations with a customer-centric mindset.

The role requires strong communication, ecommerce experience, and meticulous data management. Join a fast-growing premium home decor brand and help enhance overall customer satisfaction.

Qualifications

• Excellent written and verbal communication.
• Experience in ecommerce or retail customer service.
• Proficiency in Google Sheets for data management and reporting.
• Experience with reconciliations and handling transactional data.
• High attention to detail and strong problem-solving.
• Ability to multitask in a fast-paced environment.
• Customer-first mindset with empathetic approach.

Responsibilities

• Manage customer queries across email, chat, calls, and social media.
• Provide accurate information on products, orders, deliveries and returns.
• Process orders, track, cancel, and refund efficiently.
• Regularly reconcile orders, payments and returns for data accuracy.
• Maintain customer records and transaction details in internal systems.
• Collaborate with logistics, warehouse and finance to resolve issues.
• Deliver premium service and identify pain points for improvements.

Skills

Communication

Customer service

Reconciliations

Attention to detail

Multitasking

Customer-centric

Tools

Google Sheets

Order management system

Job description

Job Title: Customer Experience Manager

Job Overview:

We are seeking a dynamic and detail-oriented Customer Service Executive to join our team. As the first point of contact for our customers, you will play a key role in delivering a seamless and premium customer experience aligned with our brand values. The ideal candidate should have strong communication skills, prior experience in handling customer support in an eCommerce environment, and proficiency in handling data and reconciliations.

Key Responsibilities:

• Manage customer queries across multiple channels (email, chat, calls, social media) in a timely and professional manner
• Provide accurate information regarding products, orders, deliveries, and returns
• Handle order processing, tracking, cancellations, and refunds efficiently
• Perform regular reconciliations of orders, payments, and returns to ensure data accuracy
• Maintain and update customer records and transaction details in internal systems
• Work closely with logistics, warehouse, and finance teams to resolve customer issues
• Ensure high customer satisfaction by delivering a premium service experience
• Identify customer pain points and suggest process improvements

Required Skills & Qualifications:

• Excellent written and verbal communication skills
• Prior experience in customer service, preferably in an eCommerce or retail environment
• Strong proficiency in Google Sheets (data management, basic formulas, reporting)
• Experience with reconciliations and handling transactional data
• High attention to detail and problem-solving ability
• Ability to multitask and manage time effectively in a fast-paced environment
• Customer-first mindset with a professional and empathetic approach

Preferred Qualifications:

• Experience working with premium/luxury brands
• Familiarity with CRM tools and order management systems
• Basic understanding of logistics and payment gateways

What We Offer:

• Opportunity to work with a fast-growing premium home decor brand
• Collaborative and creative work environment
• Growth and learning opportunities

Salary Range:

Rs.25,000/- pm to Rs. 35,000/- pm (Based on candidate experience and profile)