Customer Experience Expert

2 days ago

Pune, Maharashtra, India beBeeCustomer Full time ₹ 4,00,000 - ₹ 8,00,000

About Stahl, we believe that the best times and fondest memories are created around food. Our mission is to enable the best cooking experiences by creating thoughtfully crafted, user-centric products.

Role Overview

You will be the first point of contact for our customers, ensuring a seamless and delightful experience across all communication channels.

You will handle queries, complaints, feedback, and coordinate operations, while collaborating with internal teams to enhance customer satisfaction.

Key Responsibilities
  • Customer Support & Engagement: Respond to customer inquiries via calls, WhatsApp, emails, social media, and marketplaces. Ensure prompt and empathetic resolutions for customer concerns. Place follow-up calls to customers for feedback and service improvement.
  • Order & Product Assistance: Coordinate returns, replacements, exchanges, and repairs efficiently. Guide customers on product care and service.
  • Collaboration with Internal Teams: Coordinate with Logistics, Marketing, and Sales teams for feedback and escalations. Share customer feedback with Product and Marketing teams for continuous improvement.
  • Data Management & Reporting: Maintain and analyze reports on queries, complaints, feedback trends, and agent/team performance. Identify process improvements to enhance operational efficiency.
What We're Looking For
  • Experience: Minimum 2 years in customer support/service roles (D2C, E-commerce, or customer-facing domains preferred).
  • Prior experience in handling inbound and outbound customer communication and managing tickets via a CRM/Ticketing system.
Skills & Qualifications
  • Graduate with excellent English communication skills.
  • Multilingual skills - Hindi and other regional language(s) will be an added advantage.
  • Strong problem-solving skills with an ability to handle customer concerns efficiently.
  • Comfortable working in a dynamic, fast-paced environment.
Why Join Us?
  • Opportunity to be part of a fast-growing premium cookware brand.
  • A work environment that encourages learning, innovation, and accountability.
  • Career growth opportunities within a customer-focused and quality-driven organization.

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