Customer Engagement Associate - Kannada Language Support

Customer Engagement Associate - Kannada Language Support

About FIXXLY

Fixxly is quick-commerce built specifically for trade professionals. We deliver plumbing, electrical, hardware, and paint supplies straight to your job site in 30 minutes, ensuring a missing part never stalls your work.

About the Role

We're looking for a Customer Engagement Associate to own our most critical customer interactions at FIXXLY. This role combines Customer Experience and Inside Sales, ensuring customers receive exceptional support when things go wrong and a seamless experience when placing high-value or bulk orders.

You'll act as the bridge between customers and internal teams, taking complete ownership of issues from start to finish while building long-term customer relationships. This is a role for someone who enjoys solving problems, communicating with customers, and taking ownership in a fast-moving startup environment.

What You'll Do

1. Customer Experience Management

Own the customer experience throughout the order journey, ensuring customers receive timely, accurate, and empathetic support. Responsibilities include:

• Be the primary point of contact for customers with questions regarding their orders, products, deliveries, and other order-related enquiries.
• Take ownership of customer issues when orders do not go as expected, managing communication from start to resolution.
• Understand customer concerns, de-escalate situations, and build confidence through clear and proactive communication.
• Coordinate with operations, logistics, procurement, and other internal teams to resolve customer issues quickly.
• Provide regular updates to customers until their issue is fully resolved.
• Ensure every customer interaction leaves the customer feeling supported, even when expectations cannot be fully met.
• Identify recurring issues and partner with internal teams to improve processes and reduce future customer friction.

2. Inside Sales & Bulk Orders

Support customers looking to place high-value or bulk orders. Responsibilities include:

• Understand customer requirements and recommend the most suitable products or solutions.
• Assist customers throughout the ordering journeyfrom enquiry to successful fulfillment.
• Coordinate with internal teams to confirm inventory, pricing, delivery timelines, and operational feasibility.
• Prepare quotations and follow up with customers to convert enquiries into confirmed orders.
• Build long-term relationships that encourage repeat business.

What We're Looking For

Ownership Mindset

You take complete responsibility for your work and don't wait for someone else to solve problems. You manage your time effectively, prioritize well, and ensure customers never feel abandoned.

Process-Oriented Thinking

You don't just solve today's problemyou look for ways to prevent it from happening again. You can balance immediate customer needs with long-term operational improvements.

Customer-Centric Communication

You can communicate with empathy, manage difficult conversations professionally, and build trust with customers.

Collaboration

You're comfortable working across multiple teams to drive outcomes and keep everyone aligned.

Requirements

• 1-3 years of experience in Customer Support, Customer Success, Customer Experience, Key Account Management, or Inside Sales.
• Excellent verbal and written communication skills.
• Fluent in Kanada (mandatory), English, and Hindi (preferred).
• Familiarity with AI tools such as ChatGPT, Gemini, or similar productivity assistants, with the ability to use them to improve productivity and work quality.
• Strong problem-solving and organizational skills.
• Comfortable working in a fast-paced startup environment with evolving processes.
• Comfortable working 6 days a week.
• Comfortable working in rotational shifts.

What Success Looks Like

• Deliver a consistently positive customer experience across every interaction.
• Ensure customer tickets are resolved within defined turnaround times (TAT).
• Achieve Customer Satisfaction (CSAT) targets.
• Consistently meet operational performance metrics.
• Handle bulk order enquiries efficiently and convert them into successful orders.
• Resolve customer issues with speed, empathy, and complete ownership.
• Identify process improvements that reduce recurring customer issues and improve operational efficiency.