Customer Experience Associate
3 YEARS • NEW DELHI • ON site
Job Description - Customer Experience Associate
This position is responsible for monitoring customer journeys, engaging with customers across multiple channels and platforms, and coordinating with internal stakeholders to continuously improve the overall customer experience.
Key Responsibilities
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Manage a high volume of customer calls, emails, and social media interactions, as required.
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Understand, identify, and assess customer needs to ensure a high level of customer satisfaction.
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Handle customer complaints by providing appropriate solutions and alternatives within defined timelines.
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Follow up proactively to ensure timely and satisfactory resolution of customer concerns.
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Build and maintain sustainable customer relationships through clear, open, and effective communication.
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Provide accurate, complete, and timely information using appropriate systems, tools, and resources.
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Follow established communication procedures, service guidelines, and Company policies.
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Coordinate with relevant internal stakeholders to resolve customer issues and improve service delivery.
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Identify recurring customer concerns and share insights to support process and experience improvements.
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Demonstrate ownership and take proactive steps to exceed customer expectations.
Knowledge, Skills and Other Characteristics
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Strong customer-handling skills across telephone and email channels.
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Familiarity with CRM systems and customer service practices.
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Prior experience with Zoho, Shopify and Returnprime will be an added advantage.
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Strong customer orientation, empathy, and the ability to respond effectively to different customer profiles.
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Excellent written and verbal communication skills.
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Good command of English grammar and professional communication.
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Ability to multitask, prioritize responsibilities, and manage time effectively.
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Strong listening, problem-identification, and problem-solving skills.
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Ability to remain calm, patient, and decisive while handling customer concerns.
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Proficiency in Microsoft Office and Google Workspace.
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Basic knowledge of Microsoft Excel for reporting purposes is mandatory.
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Comfort with technology, data, and digital customer service tools.
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High level of integrity, accountability, punctuality, and customer obsession.
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Willingness to take ownership, work beyond routine responsibilities when required, and contribute to the Company’s long-term vision.
Qualification and Experience
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Minimum 3–5 years of proven experience in customer support, customer service, or customer experience.
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Minimum educational qualification: Graduation from a recognised institution.
Additional Notes
Farida Gupta is a customer-obsessed organisation committed to delivering exceptional customer experiences and creating sustainable value for its customers.
This role is best suited for individuals who take genuine ownership of customer concerns, demonstrate a strong service mindset, and are willing to go beyond routine, shift-based customer support responsibilities. The position requires adaptability, accountability, initiative, and a commitment to continuously improving the customer journey.
If you are passionate about delivering meaningful value to customers and believe that exceptional customer experience is a key driver of sustainable organisational growth, this role may be an excellent fit for you.
