Customer Experience Executive

Department: Customer Relationship & Business Development

Job Description & Responsibilities:

• Lead Management:
• Monitor and respond to enquiries received via the company website, Google, email, and social media.
• Qualify leads by understanding the testing requirement (Food, Water, Environment, Pharma, Consumer Products, etc.).
• Maintain and update lead tracker on a daily basis with enquiry details and follow-up actions.
• Client Coordination:
• Communicate clearly and professionally with potential clients to gather technical details (product info, parameters, sample quantity, etc.).
• Share appropriate testing scopes, brochures, and service details as per client interest.
• Coordinate sample pickups in collaboration with the logistics team, wherever required.
• Internal Collaboration:
• Communicate with Technical Managers, Pricing, and Sample Receipt Team to provide timely quotes and updates to clients.
• Follow up on sample testing status and ensure timely updates are shared with customers.
• Customer Experience Monitoring:
• Conduct periodic follow-ups for feedback, satisfaction, and conversions.
• Ensure prompt closure of leads through Excel tracking.
• Share monthly performance insights: number of leads received, converted, and category-wise trends.
• Reporting & Improvement:
• Prepare monthly dashboards/reports for management on lead conversion rates, enquiry trends, and customer feedback.
• Identify scope for service improvement and customer engagement strategies.

Qualifications & Skills:

• Graduate in Science (Chemistry / Microbiology / Environmental Science preferred) or equivalent.
• Strong communication skills – written and verbal.
• Ability to multitask and work with technical teams.
• Proficiency in MS Excel.

Job Type: Full-time

Pay: ₹168,000.00 - ₹192,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Provident Fund

Schedule:

• Day shift

Work Location: In person