Customer Experience Executive

Location: Gurgaon

Job Summary

We are seeking a Customer Experience Executive to support our Germany business. The role involves providing exceptional customer support through email, chat, and calls while ensuring timely issue resolution, adherence to SLAs, and a high-quality customer experience. The ideal candidate should possess excellent communication skills and a customer-first approach.

Key Responsibilities

• Handle customer inquiries via Email, Chat, and Voice.
• Resolve order-related queries, shipping issues, artwork approvals, refunds, cancellations, and product concerns.
• Ensure timely responses in line with defined SLAs.
• Coordinate with Production, Logistics, Design, and Sales teams to resolve customer issues.
• Accurately document customer interactions in CRM (Zendesk).
• Proactively follow up on pending customer cases until resolution.
• Maintain high Customer Satisfaction (CSAT) and Quality scores.
• Escalate critical customer issues as per the escalation matrix.
• Contribute to continuous process improvements and knowledge sharing.

Required Skills

• Excellent written and verbal communication skills.
• Strong customer service and problem-solving abilities.
• Experience working with CRM platforms (Zendesk preferred).
• Ability to manage multiple customer conversations simultaneously.
• Good analytical and time-management skills.
• Proficiency in Microsoft Office and Google Workspace.

Preferred Qualifications

• Graduate in any discipline.
• 1-3 years of experience in Customer Support, Customer Service, or E-commerce Operations.
• Experience supporting international customers is preferred.
• German language proficiency B1/B2 or above

Key Performance Indicators (KPIs)

• First Response Time (FRT)
• Average Resolution Time (TTR)
• Customer Satisfaction (CSAT)
• Quality Score
• SLA Adherence
• Productivity
• Escalation Rate
• Customer Retention

Working Hours

• Rotational shifts aligned with Germany business hours.
• Weekend support as per business requirements.

Preferred Attributes

• Customer-centric mindset.
• Excellent interpersonal and communication skills.
• Ability to work in a fast-paced environment.
• Strong ownership and accountability.
• Team player with a continuous improvement mindset.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.