Customer Experience Associate in Mumbai

Key Responsibilities

• Customer support & query resolution: Respond promptly to customer queries across Instagram, WhatsApp, email, website, and offline channels. Maintain TAT (Turnaround Time) for all DMs, comments, and order-related queries. Handle sizing, customization, returns, delays, and grievance escalations with empathy and efficiency.
• Order management & fulfilment support: Track end-to-end customer orders, from booking to delivery. Coordinate with the operations team to resolve fulfillment or courier issues. Maintain follow-up loop with customers for pending or incomplete orders.
• Feedback & insights: Log repeated complaints, product issues, or praise and report to relevant teams. Track customer sentiment and share voice-of-customer insights to improve product or experience.
• Offline customer experience: Assist in customer experience at exhibitions, events, and studio visits (if any). Ensure walk-in or offline customers feel attended to and guided through the Aseem saree experience.
• CRM & documentation: Maintain detailed records of interactions using crm tools or internal tracking systems. Update customer tags and maintain service logs.