Customer Experience Executive

Key Responsibilities

A. Customer Communication

• Handle customer queries received through email, WhatsApp, website, marketplace messaging and other relevant channels.
• Provide timely and accurate responses regarding orders, delivery status, product information and company policies.
• Maintain professional, empathetic and solution-oriented communication.
• Follow up with customers where an issue requires additional time to resolve.

B. Order & Delivery Support

• Track order status and coordinate with Operations, warehouses and logistics partners.
• Investigate delayed, missing, incorrect or damaged deliveries.
• Escalate fulfilment issues and ensure closure with the relevant team.
• Keep customers informed of material updates.

C. Returns, Refunds & Complaints

• Handle complaints and return/refund requests in accordance with MARKETPLACE's approved policies and applicable marketplace rules.
• Coordinate warranty or product-quality complaints with the relevant internal team.
• Maintain a record of complaints, resolutions and exceptions.
• Escalate sensitive, recurring or high-impact issues to the appropriate owner.

D. Marketplace & Customer Feedback

• Manage customer-service tickets on relevant marketplaces.
• Monitor customer feedback and identify recurring issues involving products, packaging, delivery or listings.
• Coordinate with Operations and Marketing to improve product information and customer communication.
• Maintain accurate complaint and resolution trackers.

E. Reporting & Process Improvement

• Track response times, resolution times, pending tickets and complaint categories.
• Prepare periodic customer-service reports.
• Identify opportunities to improve FAQs, response templates and service processes.
• Ensure customer information is handled responsibly and confidentially.

Candidate Profile

• Approximately 13 years of customer service, e-commerce support or customer experience experience.
• Strong written and verbal communication skills.
• Comfortable using email, spreadsheets, customer-service tools and marketplace portals.
• Good problem-solving ability, patience and attention to detail.
• Ability to manage multiple queries and follow issues through to closure.
• Experience with D2C brands, marketplaces or consumer products is preferred.

Review & Reputation Management

• Monitor customer reviews, ratings, feedback and questions across Amazon, Flipkart, Myntra, quick-commerce platforms and MARKETPLACE's website, as applicable.
• Identify negative reviews, low ratings and recurring customer concerns, and coordinate with Operations, Marketing and the relevant internal teams to resolve underlying issues.
• Maintain a review tracker capturing ratings, review volumes, key complaints, response status and resolution.
• Identify recurring product-related feedback concerning quality, fit, usability, packaging, product information and customer expectations, and share actionable insights with the relevant teams.
• Escalate critical product-quality concerns, repeated complaints and sudden deterioration in ratings to the appropriate team.
• Support compliant initiatives to encourage genuine customer reviews through platform-permitted mechanisms. Ensure that reviews are never fabricated, manipulated or incentivized in violation of platform policies.

Key Success Measures

• Response and resolution times.
• Pending ticket volume and ageing.
• Customer satisfaction and quality of responses, where measurable.
• Repeat complaint rates and escalation quality.
• Accuracy of customer-service records and adherence to approved policies.