Customer Experience Executive

Job Summary:
We are seeking a dedicated Customer Experience Executive to oversee complaint resolution and escalation management for our retail pharmacy operations. The incumbent will be responsible for addressing store-level complaints, coordinating with store personnel and internal departments, and ensuring the timely and effective closure of all escalated customer concerns, thereby upholding a high standard of customer satisfaction.

Key Responsibilities:

Store Complaint Handling

• Handle customer complaints related to store service, staff behavior, product availability, billing, and in-store experience.
• Investigate the root cause of store-related complaints by coordinating with the concerned store.
• Ensure complaints are addressed and resolved within the expected timeline.

Escalation Management

• Receive, understand, and categorize store complaints and escalations.
• Prioritize issues based on urgency and business impact.
• Escalate complex or critical issues to the appropriate team or store management.
• Track escalations until complete resolution and closure.

Store / Partner Coordination

• Coordinate with store managers and staff to understand and resolve customer complaints.
• Follow up with stores on pending or repeated complaints.
• Ensure corrective action is taken at the store level where required.

Internal Coordination

• Coordinate with Operations, Pharmacy, Delivery, Finance, Business Development, and other relevant teams as needed.
• Ensure escalations are directed to the appropriate team for resolution.
• Follow up internally on pending issues and maintain ownership until closure.

Customer Communication

• Communicate with customers through calls, WhatsApp, email, chat, and other support channels regarding their complaints.
• Provide clear, accurate, and timely updates on complaint status.
• Maintain a professional and empathetic approach during all interactions.

Documentation & Reporting

• Maintain accurate records of store complaints and escalations.
• Update CRM/ticketing systems with complaint details and resolution status.
• Monitor pending and escalated cases.
• Identify recurring store-level issues and share insights with the relevant teams.

Requirements:

• 1 to 5 years of experience in Customer Support, Customer Experience, BPO, Healthcare, Retail, E-commerce, or a similar role.
• Looking for an energetic and soft-spoken candidate who can handle customer complaints and escalations professionally while following the required support guidelines and processes.
• Strong communication skills in Hindi is mandatory; proficiency in English and Tamil is also required. Knowledge of any additional language will be an advantage.
• Please apply only if you are comfortable speaking Hindi.
• Ability to understand complaints clearly and coordinate for the right resolution without miscommunication.
• Should be comfortable handling calls, WhatsApp, email, and other support channels.
• Good coordination and follow-up skills to work effectively with stores, internal teams, and business partners.
• Should be based in Coimbatore or willing to relocate to Coimbatore.
• Interested candidates can reach out to [email protected] or contact 8925828032