Senior Associate - User Experience

AFFORIS HEALTH TECHNOLOGIES; Karnataka; On-site; INR 400,000 - 640,000; Full time

Job summary

PlatinumRx is seeking a Senior Customer Executive to deliver proactive support, handle escalations, and drive seamless issue resolution across calls, email, chat and social media. You will collaborate with internal teams to investigate complex issues, log interactions in CRM, monitor SLAs, and ensure high customer satisfaction.

This is an in-office role based in HSR Bangalore with a 6‑day workweek and a full-time schedule.

Qualifications

• 2-3 years in customer support or escalation management.
• Mandatory experience handling social media escalations (Facebook, Instagram, X/Twitter).
• Strong communication and interpersonal skills.
• Experience with CRM and ticketing tools preferred.
• Ability to handle difficult customers professionally and empathetically.
• Strong analytical and problem-solving abilities.

Responsibilities

• Handle and resolve customer escalations received through calls, emails, chats, and social media platforms.
• Manage L2 support queries and ensure timely resolution while maintaining high customer satisfaction.
• Work closely with internal teams to investigate and resolve complex customer issues.
• Monitor customer interactions and identify process improvement opportunities.
• Maintain accurate records of customer interactions and escalations in CRM tools.
• Ensure adherence to SLAs and quality standards.
• Provide feedback and insights to improve customer experience processes.

Skills

Escalation handling

Multichannel support

Communication

Interpersonal skills

Analytical thinking

Problem solving

Empathy

Tools

CRM tools

Ticketing systems

Job description

Job Description: PlatinumRx is looking for a customer-focused and proactive Senior Customer Executive to enhance customer satisfaction and ensure seamless issue resolution. The ideal candidate should have prior experience in handling escalated customer concerns and delivering exceptional customer experiences across multiple channels.

Key Responsibilities

• Handle and resolve customer escalations received through calls, emails, chats, and social media platforms.
• Manage L2 support queries and ensure timely resolution while maintaining high customer satisfaction.
• Work closely with internal teams to investigate and resolve complex customer issues.
• Monitor customer interactions and identify process improvement opportunities.
• Maintain accurate records of customer interactions and escalations in CRM tools.
• Ensure adherence to SLAs and quality standards.
• Provide feedback and insights to improve customer experience processes.

Qualifications

• 2-3 years of experience in customer support, user experience, or escalation management roles.
• Mandatory experience in handling social media escalations across platforms such as Facebook, Instagram, X (Twitter), etc.
• Strong communication and interpersonal skills.
• Experience in CRM and ticketing tools is preferred.
• Ability to manage difficult customer situations professionally and empathetically.
• Strong analytical and problem-solving skills.

Location: HSR Bangalore (In-office) 6 Days working

Position Type: Full-time

Shift Timings: 10:00 AM - 7:00 PM

Language Proficiency: Proficiency in English, Hindi, and at least one regional language is preferred.