HR Manager at MNR Solutions
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Executive - Customer Experience - eCommerce (1-3 yrs)
As a Customer Experience Executive, you will be the primary point of contact for customers, ensuring a smooth and satisfying experience throughout their journey. You will handle customer inquiries, resolve issues, and contribute to improving the overall customer experience by collaborating with cross-functional teams. Your role is key in enhancing customer satisfaction and loyalty in a fast-paced e-commerce environment.
Key Responsibilities :
- Handle customer inquiries, complaints, and feedback through various communication channels (phone, email, chat, etc.).
- Provide accurate and timely responses to resolve customer issues effectively.
- Collaborate with internal teams such as logistics, operations, and sales to ensure seamless order fulfillment and issue resolution.
- Monitor customer satisfaction levels and provide actionable insights for improving the customer experience.
- Assist with tracking orders, refunds, and exchanges, ensuring a hassle-free process for customers.
- Proactively address any delays, product issues, or discrepancies, and follow up until resolved.
- Stay up-to-date with product and service offerings to provide informed recommendations to customers.
- Support marketing initiatives by providing feedback from customers and helping with customer outreach campaigns.
Skills Required :
- Excellent communication and interpersonal skills to manage customer interactions professionally.
- Problem-solving abilities with a customer-first mindset.
- Strong organizational and multitasking skills to handle multiple customer queries simultaneously.
- Basic understanding of e-commerce operations and customer service workflows.
- Proficiency in MS Office, CRM tools, and other customer support platforms.
- Ability to work in a fast-paced environment with attention to detail.
