Customer Experience Manager

Gurugram • Full time

About the role

As a Customer Experience Manager, you will be the first point of contact for Mindhouse users, and will be responsible to solve their queries. You will be accountable for ensuring a high quality user experience, and resolution of all incoming queries within stipulated timelines. You will also work on process design to ensure root cause resolution of frequent customer queries. We are looking for smart young professionals with excellent written and verbal communication skills

Responsibilities

  • Be the first point of contact for members - identify, understand and resolve customer queries via chat support / email or call if necessary
  • Foster cross-functional relationships with internal stakeholders and devise methods for improvement of overall customer experience
  • Work on process / workflow design to ensure root cause resolution of frequent customer queries
  • Frequently interact with premium Mindhouse members to ensure a high quality user experience and create customer delight
  • Record and document all relevant user feedback
  • Work in rotational shifts to ensure great 24/7 customer support (8 hour shifts | 6 days working | Weekday off)
  • Own customer satisfaction targets and resolving all user queries within specified timelines

Experience

2+ years Prior experience in a B2C-focused industry (ex. e-commerce)

Skills and Competencies

  • Excellent communication skills with expert-level fluency in English
  • A highly driven self-starter, with very strong ownership of their work
  • Mindset to delight customers
  • Keen interest in mind-body wellness/fitness

Joining and Location

Immediate • Gurugram

To apply, write to us on careers@mindhouse.com with your CV