Customer Experience Executive

Job Description

Handling Buyer Messages & Escalations (All Platforms)Final Escalation Resolution: Address and resolve cases that cannot be handled at L1, including legal concerns, product complaints, and disputes. Platform-Specific Compliance: Ensure all responses adhere to platform-specific guidelines (Amazon, Flipkart, Tata Cliq, D2C, etc.) to prevent penalties.Critical Query Handling: Manage high-priority cases related to product defects, delivery failures, compensation requests, and reputational risks.Decision-Making Authority: Approve refunds, replacements, or goodwill gestures where necessary, balancing customer satisfaction and business impact.Root Cause Analysis: Identify patterns in escalations and recommend process improvements to reduce future complaints.Key Metrics:Escalation Resolution Time: 12 hours for critical cases, 48 hours for non-critical cases. Customer Satisfaction Score (CSAT): Target 90%.First Contact Resolution (FCR): 80% of L2 cases resolved without further escalation.2. Order Defect Rate (ODR) & Customer Satisfaction ManagementODR Tracking & Risk Mitigation: Monitor key metrics (negative feedback, A-to-Z claims, return disputes, refunds) across all platforms.A-to-Z Claims & Chargeback Handling: Provide final responses with evidence-backed justifications to minimize claim losses.Negative Feedback Removal: Work with marketplace teams and customers to address and remove unjustified negative feedback.Process Improvement & Prevention: Collaborate with internal teams (logistics, product, quality) to reduce order defects and enhance customer experience. Key Metrics:ODR Rate: Maintain (Amazon Standard).Negative Feedback Rate: 2% per platform.A-to-Z Claim Resolution Time: 3 business days.3. Coordination & ReportingCross-Functional Collaboration: Work with managers, logistics, and product teams to drive resolution for all concernsAccount Health Management: Ensure compliance with marketplace policies to maintain seller ratings and avoid penalties.Reporting & Insights: Provide detailed reports on escalations, ODR trends, and customer sentiment analysis to improve CX strategies. Note : Its six days of work, and weekends will involve working with a rotational day off. Key Metrics:Compliance Rate: 100% adherence to platform guidelines.Escalation Reduction Rate: 40% decrease in repeat escalations per quarter.