Senior Associate: Customer Experience
20 hours ago
We are seeking a highly skilled and experienced Senior Associate Customer Experience & Sales to join our dynamic team. As a Senior Associate Customer Experience, you will be responsible for managing end-to-end customer interactions, ensuring seamless post-purchase journeys, and driving customer satisfaction across all touchpoints. Your role will involve close coordination with internal teams and external partners to ensure every customer experiences the warmth, efficiency, and trust that Somersault stands for.Responsibilities:- Handle all customer queries, complaints, and feedback received via email, WhatsApp, calls, and social media with empathy and professionalism.- Ensure timely responses and resolutions, maintaining high customer satisfaction scores (CSAT) and first response time (FRT) benchmarks.- Collaborate with internal teams including operations, logistics, and marketing to ensure smooth order fulfilment, returns, and exchanges.- Maintain updated records of customer interactions and issues in CRM tools, ensuring accurate reporting and follow-up actions.- Identify recurring issues and propose process improvements to enhance the overall customer experience.- Coordinate with courier and warehouse partners to resolve delivery or product-related escalations.- Monitor and report key metrics such as response time, resolution time, and customer satisfaction to management.- Draft communication templates and SOPs for consistent tone and service quality across all touch points.- Gather customer insights and feedback to share with the product and marketing teams for continuous improvement.- Assist in implementing loyalty programs, feedback surveys, and retention initiatives to strengthen customer relationships.- Stay informed about customer service best practices and industry trends to continually enhance support quality.- Build deep knowledge of our product portfolio and positioning to offer personalised style advice and help customers find products that fit their needs.- Generating revenue by upselling, cross-selling & ABC.Qualifications:- Bachelor's degree in Business Administration, Communication, or a related field.- Proven experience as a Customer Experience Associate or in a similar customer-facing role, preferably in an eCommerce environment.- Strong communication and interpersonal skills with the ability to handle customers with empathy and patience.- Proficiency in CRM systems, Excel, and customer support tools- Excellent problem-solving skills with a customer-first mindset.- Ability to multitask and work in a fast-paced D2C environment.- Attention to detail and accountability in managing customer escalations and service quality metrics.About Somersault: www.somersault.lifeWe are here to make our way to your baby's heart by giving them the means to style, comfort and functionality. "Each product is designed and crafted with the most imaginative and thoughtful inputs by the experts"Founded by new parents themselves, every single product comes from personal experience and professional expertise. Made using the finest fabric, stitched to a comfortable fit followed by 100% safety measures, we only believe in perfect, exactly what your little ball of joy deserves."We have worked hard to make Somersault clothing the second-best thing to snuggle your baby after your warm hugs"
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Senior Associate: Customer Experience
19 hours ago
Gurugram, India Somersault Full timeWe are seeking a highly skilled and experienced Senior Associate Customer Experience & Sales to join our dynamic team. As a Senior Associate Customer Experience, you will be responsible for managing end-to-end customer interactions, ensuring seamless post-purchase journeys, and driving customer satisfaction across all touchpoints. Your role will involve...
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Senior Associate: Customer Experience
21 hours ago
Gurugram, India Somersault Full timeWe are seeking a highly skilled and experienced Senior Associate Customer Experience & Sales to join our dynamic team. As a Senior Associate Customer Experience, you will be responsible for managing end-to-end customer interactions, ensuring seamless post-purchase journeys, and driving customer satisfaction across all touchpoints. Your role will involve...
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Associate / Senior Associate
1 week ago
Gurugram, India Deallus Full timeAssociate / Senior Associate About Deallus Deallus is private-equity owned management consulting firm operating across the global life sciences sector with a legacy in competitive and strategic intelligence. We empower clients to achieve competitive advantage through generation of strategic intelligence and actionable insights. Our strength is unrivalled...
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Customer Experience Associate
6 days ago
Gurugram, Haryana, India Wellversed Full timeWe are seeking a dynamic and customer-focused individual to join our team as a Customer Experience Professional. **Responsibilities** - Resolve customer queries, complaints or requests on daily basis - Build and maintain productive relationships with customers, communicating daily in a professional and courteous manner. - Gather valuable customer feedback...
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Customer Experience Associate
6 days ago
Gurugram, Haryana, India Wellversed Full time**Responsibilities** - Resolve customer queries, complaints or requests on daily basis - Build and maintain productive relationships with customers, communicating daily in a professional and courteous manner. - Gather valuable customer feedback and collaborate with Product, Sales, and Marketing teams to improve our offerings. - Escalate complex customer...
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Customer Experience Associate
2 weeks ago
Gurugram, Haryana, India Wellversed Full time**Responsibilities** - Resolve customer queries, complaints or requests on daily basis - Build and maintain productive relationships with customers, communicating daily in a professional and courteous manner. - Gather valuable customer feedback and collaborate with Product, Sales, and Marketing teams to improve our offerings. - Escalate complex customer...
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Customer Experience Associate
2 weeks ago
Gurugram, Haryana, India Wellversed Full time**Responsibilities** - Resolve customer queries, complaints or requests on daily basis - Build and maintain productive relationships with customers, communicating daily in a professional and courteous manner. - Gather valuable customer feedback and collaborate with Product, Sales, and Marketing teams to improve our offerings. - Escalate complex customer...
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Customer Experience Associate
2 weeks ago
Gurugram, Haryana, India Wellversed Full time**Responsibilities** - Resolve customer queries, complaints or requests on daily basis - Build and maintain productive relationships with customers, communicating daily in a professional and courteous manner. - Gather valuable customer feedback and collaborate with Product, Sales, and Marketing teams to improve our offerings. - Escalate complex customer...
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Customer Experience Associate
2 hours ago
Gurugram, Haryana, India Ujobs Consulting Full time**Responsibilities** - Resolve customer queries, complaints or requests on daily basis - Build and maintain productive relationships with customers, communicating daily in a professional and courteous manner. - Gather valuable customer feedback and collaborate with Product, Sales, and Marketing teams to improve our offerings. - Escalate complex customer...
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Gurugram, India IndiGo (InterGlobe Aviation Ltd) Full timeJob Description Job Description Job Title: Senior Executive Customer Experience The Senior Executive Customer Experience will play a critical role in addressing customer complaints and queries while ensuring a seamless resolution process. The ideal candidate will exhibit strong communication skills, resilience in challenging situations, and a...
