Customer Operations Executive

3 days ago


Mumbai, Maharashtra, India Ultrafresh Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description: Customer Operations & Coordination Executive

Role Summary

The role is responsible for ensuring seamless coordination between customers, internal teams, and external partners by managing order tracking, handling customer queries, updating records, and ensuring timely resolutions. The position also supports process compliance, documentation, and customer satisfaction initiatives.

Key Responsibilities

  • Maintain and update the master sheet with order details, contact information, and customer communication.
  • Manage customer care: respond to queries via email and toll-free calls within defined timelines.
  • Share leads and enquiries with the marketing team for further action.
  • Draft, process, and track agreements with partners and ensure proper documentation.
  • Update and monitor the complaint tracker, ensuring issues are logged with resolution and preventive actions.
  • Track deliveries, coordinate with travel partners, and escalate delays when necessary.
  • Generate store IDs to enable EMI facilities for customers.

Key Result Areas (KRAs)

  1. Customer Query Resolution

  2. 95% of email and call queries resolved within 24 hours.

  3. Order & Complaint Tracking

  4. 100% accuracy in updating trackers (orders, complaints, deliveries).

  5. Process Compliance

  6. 100% agreements processed and signed within standard timelines.

  7. Customer Satisfaction

  8. Handling, resolving customer issues/queries and reducing repeated complaints by implementing preventive solutions.

  9. Cross-functional Coordination

  10. Timely sharing of leads and updates with marketing and operations teams.

Competencies

  • Proficiency in MS Excel/Google Sheets for tracker updates.
  • Ability to collaborate across departments
  • Strong communication skills (written & verbal)
  • Customer-centric mindset with empathy
  • Problem-solving and follow-up skills
  • Time management and attention to detail
  • Knowledge of CRM/customer support tools
  • Basic understanding of documentation and contract handling


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