CX Support Executive

4 weeks ago

Pune, India Uni Seoul Full time

About UsAt Uni Seoul , we blend Korean-inspired aesthetics with functionality to create products that bring joy to everyday living. Alongside our vibrant retail stores, we’re building strong customer experience and loyalty practices to ensure that every interaction leaves a smile. We are looking for a CX Support Executive who will be the voice of Uni Seoul for our customers — someone empathetic, solution-driven, and eager to deliver delightful service across all touchpoints. Key ResponsibilitiesCustomer Experience (CX) Support Manage customer interactions across calls, emails, WhatsApp, and social platforms . Handle queries, returns, exchanges, and complaints with empathy and efficiency. Ensure timely resolution of tickets within defined SLAs. Maintain accurate records in CRM systems / CX tools . Customer Retention & Loyalty Support Support loyalty and retention campaigns (referrals, win-backs, repeat purchase drives). Share customer feedback and insights with Marketing & Ops to improve services. Assist in monitoring metrics like CSAT, NPS, repeat orders . Team & Process Support Follow CX SOPs for refunds, warranties, and escalations . Collaborate with Ops & Tech teams to ensure seamless order tracking, delivery updates, and system accuracy . Suggest process improvements based on customer feedback. What We’re Looking For1–3 years of experience in CX support, customer service, or retention roles (Retail/D2C preferred). Strong communication skills — clear, empathetic, and professional . Familiarity with CRM tools, ticketing platforms, or OMS/WMS systems . Problem-solving mindset with patience and ownership . Proficiency in MS Excel and MS Office for reporting. A customer-first attitude with the ability to handle escalations calmly. Why Join Uni Seoul?Be part of a fast-growing lifestyle retail brand . Gain exposure to CX, retention, and loyalty programs . Collaborative, young, and creative team culture. Employee discounts and growth opportunities.

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