Job Profile: Customer Experience Executive

Experience: 1+ years of experience in Sales/Customer Success/Customer Experience/KAM role

Industry Background: FnB, E-commerce, SaaS, EdTech

Role description

At Supplynote, we- re passionate about digitizing the F&B industry.

We- re looking for a highly customer-centric professional who can contribute to our E-commerce platform's customer experience by helping our customers to do seamless and flawless transactions.

Your work will impact the way the business cares for their customers.

Responsibilities:

- Taking end-to-end responsibility for the customer experience funnel

- Acting as a bridge between the last mile team and sales team to ensure all the orders are fulfilled with 100% customer satisfaction

- Address customer queries over calls to help them know order status, delays, any quality issues, refunds, invoice issues and order cancellations.

- Constantly raising customer's voices to the operations team and sales team to smoothen customer experience

- Always proactively informing customers about any service issues beforehand to avoid any future bad customer experience

- Closing the fulfilled orders by checking relevant documents like proof of delivery and payments

- Should be able to navigate our internal order portal to help internal team members and customers to pass on required information

What we- re looking for:

- A strong intent to help customers

- Positively aligned to genuinely solve system issues

- Proactive approach toward addressing real-time problems

- Strong interpersonal skills and ability to build and maintain relationships

- Understanding of basic tools like Excel, Google sheet, MS word, good with writing casual messages to customers over WhatsApp and good with writing formal emails to customers

Who are We Looking For:

Optimal qualification for success on the job includes:

- Graduate or any equivalent academic qualification

- 1+ years of experience in Sales/Customer Success/Customer Experience role

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