Customer Experience Executive
10 hours ago
Customer Feedback & Insights
- Collect post-usage feedback from customers across all platforms
- Analyze product experience, comfort, durability, sizing & quality issues
- Share structured feedback reports with the Quality & Product teams
- Track feedback trends and support root-cause analysis
Online Ratings & Marketplace Management
- Monitor and maintain review & rating performance on 3P portals (Amazon, Flipkart, Myntra, etc.)
- Identify negative reviews & support proactive resolution
- Drive improvement in average product ratings
Customer Complaints Handling
- Review and respond to escalated customer complaints
- Ensure complaint logs are maintained and closed within TAT
- Maintain detailed record of customer cases and resolutions
Reporting & Coordination
- Maintain database of feedback, review trends, and complaint logs
- Share weekly & monthly insights on key issues and quality calls
- Work closely with Quality, CX, Product & Ops teams for continuous improvement
Key Skills & Competencies :
- Strong communication & customer handling skills
- Understanding of e-commerce platforms and product feedback cycles
- Excel / Google Sheets proficiency
- Ability to collaborate with cross-functional teams
- 2+ years in Customer Experience / E-commerce feedback / Quality coordination
- Experience handling marketplace ratings & reviews
- Experience in D2C
- Knowledge of NPS / VOC systems
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