Customer Experience (CX) Executive

Role: Customer Experience (CX) Executive

Location: Gurgaon
Work Model: 5 Days Work from Office (On-site)

Experience: 1–4 Years

Shifts: Day & Night Shift Availability Required

Key Responsibilities Customer Support & Experience

• Manage customer interactions across IVR support channels, WhatsApp Business Account (WABA), and company support channels.


• Handle customer queries, complaints, requests, and feedback with professionalism and empathy.


• Deliver prompt, accurate, and customer-centric resolutions while ensuring a seamless support experience.


• Maintain high responsiveness and proactive communication throughout the customer journey.


• Ensure every interaction reflects the company's customer-first approach.

Issue Resolution & Escalation Management

• Understand customer concerns thoroughly before providing resolutions.


• Follow defined escalation procedures and ensure timely resolution of critical issues.


• Coordinate with internal Operations, Driver Support, and other cross-functional teams to resolve customer concerns efficiently.


• Maintain detailed records of customer interactions and escalations.


• Handle high-pressure situations calmly while maintaining service quality.

Communication & Stakeholder Coordination

• Collaborate with internal teams to ensure smooth issue resolution and service delivery.


• Communicate customer feedback and recurring issues to relevant stakeholders for process improvement.


• Keep customers informed with timely updates until complete resolution.


• Build positive customer relationships through clear and empathetic communication.

Service Quality & Process Excellence

• Ensure adherence to customer service standards, response time SLAs, and company policies.


• Identify opportunities to improve customer satisfaction and operational efficiency.


• Contribute towards enhancing support processes and customer experience initiatives.


• Maintain accurate documentation of customer interactions and support activities.


• Consistently deliver a best-in-class customer experience.

Must-Have Requirements

• Excellent verbal and written communication skills.


• Strong listening, comprehension, and interpersonal skills.


• Patient, empathetic, and customer-focused approach.


• Strong ownership mindset with high responsiveness.


• Ability to multitask across multiple communication channels.


• Excellent problem-solving and conflict-resolution skills.


• Ability to remain calm and professional under pressure.


• Good coordination and teamwork skills.

Preferred Qualifications

• Prior experience in Customer Support, Customer Success, Operations Support, Hospitality, Mobility, or Luxury Services.


• Familiarity with WhatsApp Business Platform (WABA) or customer support tools.


• Understanding of escalation management and customer retention practices.


• Experience working in a fast-paced, service-oriented environment.


• Bachelor's degree in any discipline.

What We're Looking For

We are looking for individuals who genuinely care about delivering exceptional customer experiences. The ideal candidate should be proactive, empathetic, highly responsive, and capable of building trust through every customer interaction. If you enjoy solving problems, working collaboratively, and going the extra mile to delight customers, we'd love to have you on our team.