Advisor - Customer Experience

Job Summary

To act as the primary liaison between the Production and Customer Experience (CE) teams, ensuring seamless communication, faster issue resolution, and proactive customer updates for production-related enquiries.

Role Details

Designation: Advisor - Customer Experience

Location: Ahmedabad/Gurugram

Key Responsibilities

• Act as the single point of contact between the Production and CE teams.
• Coordinate with Production to obtain real-time order status and updates.
• Resolve production-related customer queries within defined SLAs.
• Follow up on priority, delayed, and escalated orders.
• Provide timely updates to the CE team to enable accurate customer communication.
• Identify and escalate production bottlenecks that may impact customer commitments.
• Coordinate with Design, Planning, and Production teams to resolve order issues.
• Track production-related cases and ensure closure within agreed timelines.
• Maintain daily reports on pending, delayed, and escalated production cases.
• Participate in daily operational meetings and provide status updates.
• Recommend process improvements to reduce customer contacts and operational delays.

Key Performance Indicators (KPIs)

• Production query turnaround time (TAT)
• SLA adherence for production-related cases
• Reduction in production-related customer escalations
• Reduction in repeat customer contacts
• First Contact Resolution (FCR) improvement
• Customer Satisfaction (CSAT) improvement
• Daily pending case ageing
• Accuracy and timeliness of production updates

Required Skills

• Strong communication and stakeholder management skills.
• Good understanding of production workflows and customer service operations.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Proficiency in Excel, ticketing systems, and reporting tools.

Preferred Experience

• 1-2 years of experience in Customer Experience, Production Coordination,
• Experience in an e-commerce or manufacturing environment is preferred.
• Familiarity with order management and ticketing systems is an added advantage.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.