Senior Customer Experience Executive

Role Title: Senior Customer Experience Executive Voice & Non-Voice

Role Overview
We are looking for a Senior Customer Experience Executive Voice & Non-Voice who will be responsible for managing customer interactions across multiple channels while ensuring a seamless and efficient support experience. This role requires a proactive approach in handling escalations, analyzing customer feedback, and collaborating with cross-functional teams to enhance overall service quality. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to work in a dynamic environment.

Key Responsibilities

• Manage customer interactions across multiple communication channels, including inbound and outbound calls, WhatsApp, Instagram, Facebook, and emails, ensuring a high-quality customer experience.
• Take ownership of complex customer queries and escalations, providing timely and effective resolutions while maintaining professionalism.
• Collaborate with cross-functional teams such as logistics, supply chain, and quality assurance to address customer concerns and optimize service efficiency.
• Monitor and analyze customer feedback, online reviews, and ratings to implement effective engagement and resolution strategies.
• Maintain customer satisfaction metrics by ensuring service-level agreements (SLAs) are met and identifying areas for process improvement.
• Mentor and guide junior executives, sharing best practices to enhance overall team performance.
• Utilize CRM tools, ticketing systems, and analytics to track customer interactions and maintain accurate records.
• Ensure strict compliance with company policies and procedures when handling sensitive customer information.
• Document all customer interactions with detailed and accurate records of inquiries, complaints, and resolutions for future reference.

Qualifications & Experience

• Experience: 34 years of experience in customer service (voice and non-voice) with a proven track record in handling escalations and team support.
• Languages: Proficiency in Hindi and English is mandatory; knowledge of Telugu or any additional language is an added advantage.
• Communication Skills: Strong verbal and written communication skills with a focus on customer empathy and conflict resolution.
• Technical Proficiency: Hands-on experience with CRM tools, ticketing systems, and MS Excel for tracking and reporting customer interactions.
• Process-Oriented Mindset: Ability to analyze customer feedback, identify service gaps, and propose actionable solutions for improving customer experience.
• Adaptability & Problem-Solving: A self-starter who can adapt to new tools, technologies, and processes in a fast-paced environment.
• Team Collaboration: A strong team player with a proactive attitude and a willingness to learn and grow.
• Flexibility: Willingness to work in rotational shifts, including weekends and holidays, based on business needs.

Top Skills Required

1. Customer Interaction Management
2. Escalation Handling & Conflict Resolution
3. CRM & Ticketing Systems
4. Process Improvement & Data Analysis
5. Cross-Functional Team Collaboration
6. Multichannel Communication
7. Training & Mentoring Junior Staff

Your Work Will Involve

1. Ensuring seamless customer interactions across voice and non-voice channels.
2. Managing escalations and critical customer queries with effective solutions.
3. Tracking and analyzing customer feedback to drive service improvements.
4. Collaborating with internal teams to enhance the customer experience.
5. Documenting customer interactions and maintaining accurate records.

How to Apply
Send your resume and a brief cover letter to growskc@sweetkaramcoffee.in with the subject line “Application for Senior Customer Experience Executive.”

Join Sweet Karam Coffee and play a key role in delivering a world-class customer experience with efficiency and professionalism!