JD: Customer Experience Officer/Executive

We’re Hiring: Customer Experience Executive / Officer ???? Location: Noida Are you passionate about delivering exceptional customer service? Do you enjoy solving problems, coordinating with teams, and ensuring a seamless customer journey? If yes, we’d love to have you on board! Join us and be a key contributor in enhancing customer satisfaction and strengthening our D2C operations. ???? Key Responsibilities: Customer Query Management: Respond promptly and professionally to customer inquiries via phone, email, D2C websites, and marketplaces (Amazon, Flipkart, etc.). Ensure timely resolution of complaints, requests, and feedback. Maintain structured follow-ups to deliver a positive customer experience. Order Management: Handle order cancellations, replacements, and modifications through D2C backend systems. Coordinate with operations, logistics, and relevant stakeholders to process customer requests efficiently. Track and monitor orders to ensure timely fulfilment. CRM & Tracker Maintenance: Log all customer interactions and resolutions in the CRM system. Maintain daily trackers for customer cases, escalations, and resolutions. Analyse recurring issues and share insights for process improvement. Internal Coordination: Collaborate with warehouse, logistics, marketing, and product teams to resolve customer concerns. Ensure smooth cross-functional communication for faster resolution. Website & Marketplace Maintenance: Identify and rectify errors in product listings, pricing, or content on D2C platforms. Coordinate with the catalog/content team for updates on marketplace portals. ???? Qualifications: Bachelor’s degree (any discipline).

Excellent English communication skills (verbal & written). Experience in handling customer queries and client interactions. Prior experience managing online D2C portals (preferably Shopify-based). Strong analytical skills with the ability to monitor, analyze, and optimize customer queries and follow-ups. Preferably 1+ year of experience in customer calling or a call center environment. ? What We’re Looking For: Detail-oriented and organized professional. Strong problem-solving and coordination skills. Ability to manage multiple tasks in a fast-paced environment. Customer-first mindset with a proactive approach.