Customer Experience Specialist

7 days ago

gurugram, India Troovy Full time

Troovy

  • Location: Gurgaon
  • Budget: Maximum 6LPA
  • Working Mode (1 Day WFH, 4 days office)


Company Description

Troovy is one of the fastest-growing brands in nutrition for children and families. We are on a mission to ensure that every child in India gets complete, clean nutrition daily. We started with our ground-breaking Nutri tomato sauce, which has seen tremendous success over the last year. We are now closing our seed round of funds with one of the largest D2C VCs in India and are launching our flagship milk mix product—India's healthiest and tastiest milk mix yet.


Job Description:

This is a Customer Experience Specialist role at Troovy in Gurugram. The Customer Experience Specialist will track and manage customer experience, including proactive communication through calls, surveys, WhatsApp, and social media, as well as cross-functional projects to improve customer purchase and delivery experience. The customer experience specialist will also be expected to answer customer queries and tune into the customer's voice for a few hours daily.


Eligibility & Qualifications.

  • 1-2 years of experience in Strategy, Analytics, or Customer Experience; or recently completed a degree 
  • Customer-first attitude, have passion to solve the customer problems, Empathy, patience, and a passion for helping others.
  • Proficiency in Excel, analytics and web tools for consumer engagement
  • Effective communication and interpersonal skills
  • Problem-solving abilities and attention to detail
  • Ability to work both independently and collaboratively
  • Interest in health and nutrition will be a great added advantage
  • Ability to manage multiple tasks and prioritize effectively.
  • Comfortable with startup Flexible culture. 
  • Flexibility to work shifts, including evenings, a few weekends, and holidays as per customer queries. 


Key Responsibilities:

  • Respond and follow-up promptly to customer inquiries via phone, email, chat, and social media.
  • Resolve customer issues related to orders, deliveries, and product information in a timely and effective manner.
  • Using various web based tools to effectively and efficiently solve the consumers problems.
  • Managing and Tracking every point-of-contact (Website, Amazon, WhatsApp, Meta, emails etc. ) to customers from company and closing all the tickets.
  • Proactive approach towards solving problems to reduce the queries and complaints.
  • Persuading and converting customers on various platforms to close leads.
  • Closing leads through data Abandoned and Cancelled order customers to increase sales.
  • Assist customers with product recommendations, returns, and exchanges.
  • Maintain a deep understanding of our product offerings, including ingredients, nutritional information, and promotions.
  • Track everything and report on customer feedback to help identify areas for improvement.
  • Collaborate with other departments (e.g., logistics, marketing, product development) to address customer concerns.
  • Document customer interactions and issues in our CRM system for future reference.
  • Contribute to the development of SOP, FAQs, feedbacks and other customer support resources.
  • Participate in training and continuous learning to stay up-to-date on new products and services.

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