Senior Executive, Customer Delight

2 days ago

Mumbai Metropolitan Region, India SUGAR Cosmetics Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Expectations

  • Act as the first point of contact for customers across social media platforms, ensuring timely and empathetic responses.
  • Provide seamless support on queries related to products, orders, returns, and refunds.
  • Handle customer escalations effectively, maintaining brand tone and professionalism.
  • Collaborate with internal teams (logistics, operations, and marketing) to resolve issues quickly.
  • Maintain high levels of customer satisfaction and brand loyalty by delivering delightful experiences.

Role Deliverables

  • Manage customer queries across all social media platforms (60%), ensuring accurate and prompt resolutions.
  • Handle emails and calls (40%) related to order status, product information, and general customer support.
  • Track, document, and share regular updates on customer concerns and feedback.
  • Ensure SLA adherence for response and resolution timelines.
  • Support in creating FAQs, response templates, and best practices for consistent communication.

Reporting Relationships
This role will report directly to the Manager (CDT).

Educational Qualifications

  • Graduate in any discipline (preferably Commerce, Arts, or Management).
  • Additional certifications in Customer Relationship Management or Communication will be an advantage.

Experience Required

  • 1–3 years of experience in customer service/support, preferably in e-commerce, retail, or cosmetics/beauty industry.
  • Strong exposure to social media query management and customer interaction.
  • Excellent written and verbal communication skills with problem-solving ability.
  • Proficiency in MS Office and CRM tools; familiarity with social media management dashboards is a plus.

Skills: bpo,query resolution,customer service,escalation resolution,customer relationship management (crm)

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