Customer Experience Executive/Sr. Executive

Job Purpose

The Customer Experience Executive / Senior Customer Experience Executive is responsible for delivering high-quality customer interactions across multiple communication channels. The role focuses on resolving customer queries and concerns efficiently, ensuring a positive customer journey, and contributing to continuous improvement of customer satisfaction, loyalty, and retention.

Key Responsibilities

Customer Interaction & Support

• Respond to customer inquiries through multiple channels including phone, email, chat, and social media in a timely, courteous, and professional manner.
• Provide accurate, consistent, and up-to-date information regarding company products, services, processes, and policies.
• Maintain a customer-centric approach while handling all interactions, ensuring a positive brand experience.

Complaint Resolution & Escalation

• Handle customer complaints and concerns transparently and fairly, aiming for prompt and effective resolution.
• Identify root causes of customer issues and provide appropriate solutions within defined service levels.
• Escalate complex, high-impact, or unresolved issues to the Customer Experience Manager or Team Lead with proper documentation and context.

Cross-Functional Collaboration

• Work closely with internal teams such as Sales, Technical Support, Product, and Operations to ensure seamless end-to-end customer experiences.
• Share customer feedback, recurring issues, and improvement suggestions with relevant stakeholders.

Customer Experience Improvement

• Participate in customer experience initiatives, process improvement projects, and service quality programs.
• Contribute insights to enhance customer journeys, reduce friction points, and improve overall satisfaction and loyalty.
• Assist in updating FAQs, knowledge base articles, and internal documentation as required.

Performance & Metrics

• Meet or exceed defined customer experience KPIs, including but not limited to First Response Time (FRT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), and quality benchmarks.
• Ensure accurate and timely logging of all customer interactions in CRM or support systems.
• Adhere to company policies, processes, and compliance requirements.

Role Differentiation (Executive vs. Senior Executive)

Customer Experience Executive:

• Handles standard customer queries and issues independently.
• Works under close guidance from Team Lead or Manager.
• Focuses on learning products, processes, and customer handling best practices.

Senior Customer Experience Executive:

• Manages complex or escalated customer cases.
• Acts as a point of reference for junior team members.
• Supports training, mentoring, and quality improvement initiatives.
• Proactively identifies process gaps and suggests improvements.

Key Skills & Competencies

• Strong verbal and written communication skills
• Excellent problem-solving and conflict-resolution abilities
• Customer-first mindset with high empathy and professionalism
• Ability to multitask and manage priorities in a fast-paced environment
• Strong coordination and collaboration skills
• Proficiency in CRM tools, ticketing systems, and basic computer applications
• Attention to detail and documentation accuracy

Educational Qualifications

• Graduate in any discipline (preferred)
• Relevant certifications in customer service or communication are an advantage

Experience Requirements

• Customer Experience Executive:
  0–2 years of experience in customer service, customer support, or a related role
• Senior Customer Experience Executive:
  2–5 years of relevant experience with demonstrated capability in handling complex customer interactions and escalations

Working Conditions

• May require rotational shifts, weekend support, or extended hours based on business needs
• Work may involve high interaction volumes and time-sensitive customer issues

Key Success Indicators

• High customer satisfaction and loyalty scores
• Consistent achievement of FRT, FCR, and quality targets
• Positive feedback from customers and internal stakeholders
• Contribution to customer experience improvements and operational efficiency