Senior Customer Experience Executive

1. Role Purpose

The Senior Customer Experience Executive will be responsible for delivering a high-quality customer experience while providing effective sales and after-sales support. The role requires strong product knowledge, customer understanding, communication, problem-solving and cross-functional coordination to ensure customers receive accurate information and timely resolution.

The ideal candidate should understand the product portfolio in depth, confidently guide customers based on their requirements, handle product-related queries independently and take complete ownership of customer cases through to closure.

2. Product Knowledge & Customer Advisory

• Develop and maintain strong knowledge of the company's complete product portfolio, including features, specifications, applications, benefits, pricing, warranty and service policies.
• Understand product differences and recommend the most suitable product based on customer requirements.
• Confidently explain product features, benefits, usage and limitations to customers.
• Handle product-related customer queries independently wherever possible.
• Continuously update product knowledge when new products, features or policies are introduced.
• Identify gaps in customer understanding and provide clear, accurate product guidance.

3. Customer Experience

• Handle customer enquiries, complaints and requests through phone, email, WhatsApp and other approved communication channels.
• Provide accurate, professional and solution-oriented responses with a strong focus on customer satisfaction.
• Take complete ownership of customer cases from initiation to closure.
• Proactively follow up on pending cases rather than waiting for the customer to contact the company again.
• Handle difficult customers and escalations with maturity, empathy and professionalism.

4. Sales Support

• Support the Sales team with customer enquiries, product information, order-related requirements and follow-ups.
• Provide Sales with accurate product information and customer insights whenever required.
• Coordinate with Sales and relevant internal functions to ensure customer requirements are fulfilled.
• Follow up on customer requirements and ensure timely closure.
• Maintain accurate records of enquiries, customer requests, follow-ups and pending actions.

5. Complaint & Issue Resolution

• Understand the customer's actual concern and identify the appropriate resolution.
• Use product knowledge to distinguish between product-related, usage-related, service-related and process-related issues.
• Coordinate internally for resolution while retaining ownership of the customer case.
• Track escalated cases and ensure timely closure.
• Identify recurring customer or product issues and highlight them to management with practical recommendations.

6. After-Sales Support

• Handle product usage, warranty, replacement, service and other post-sales queries.
• Explain applicable policies and processes clearly to customers.
• Coordinate with relevant teams for service, replacement or other approved resolutions.
• Keep customers informed throughout the resolution process.
• Ensure all customer commitments are properly documented and followed up.

7. Customer Records, MIS & Reporting

• Maintain accurate and updated customer records and interaction history.
• Ensure enquiries, complaints, follow-ups and customer interactions are properly documented.
• Prepare regular reports on customer enquiries, pending cases, complaints, resolution status, sales-support activities and escalations.
• Monitor ageing cases and highlight matters requiring management intervention.
• Identify trends in customer queries and complaints and support continuous improvement.

8. Internal Coordination

• Work closely with Sales, QC, Operations, Dispatch, Warehouse, Accounts and other relevant functions to address customer requirements.
• Ensure clear communication between customers and internal teams.
• Follow up proactively rather than waiting for other departments to provide updates.
• Maintain professional working relationships across functions.

Candidate Profile

• Graduate in any discipline. A degree or diploma in Business Administration, Sales, Customer Service or a related field is an advantage.
• Relevant experience in Customer Care, Customer Experience, Sales Coordination, Sales Support or a similar customer-facing role.
• Strong verbal and written communication skills.
• Strong product-learning ability and confidence in explaining products to customers.
• Good customer-handling, follow-up and coordination skills.
• Strong attention to detail and ability to manage multiple priorities.
• Working knowledge of MS Excel, Word, email and CRM/ERP or other business systems.
• Ability to maintain trackers and prepare basic MIS.Role & responsibilities

Preferred candidate profile