Customer Experience Specialist

Company Description

Farida Gupta is dedicated to preserving traditional crafts and techniques such as dyeing, weaving, printing, and hand embroidery by designing contemporary wear garments. By utilizing natural materials and indigenous skills, we infuse modern aesthetics into our products. Our fabrics are sourced from key artisan centers across India, including traditional block prints from Bagru, indigo & Ajrak prints from Kutch, and various other regions known for their unique craftsmanship.

Role Description

This is a full-time on-site role for a Customer Experience Specialist at Farida Gupta in Delhi. The Customer Experience Specialist will be responsible for managing customer inquiries, providing product information, handling complaints and resolving issues, and ensuring a positive shopping experience for customers.

Job responsibilities includes but not limited to the following.

● Manage large amounts of calls and emails, and social media, if required.

● Identify and assess customer’s needs to achieve satisfaction.

● Handle customer complaints, provide appropriate solutions and alternatives within the

time limits; follow up to ensure resolution

● Build sustainable relationships and trust with customers through open and interactive

communication

● Provide accurate, valid and complete information by using the right methods/tools

● Follow communication procedures, guidelines and policies

● Take the extra mile to engage customers

Required Skills

● Strong customer handling skills on phone and email.

● Familiar with CRM systems and practices.

● Prior experience with Freshdesk and Magento would be a plus.

● Customer orientation and ability to adapt/respond to different types of people.

● Excellent communication skills ( both written and verbal ).

● Ability to multitask, prioritize and manage time effectively.

● Empathy and Compassion.

● Punctuality.

● Ability to stretch long hours and work for the bigger vision of the company.

● Experience with microsoft office and G-suite (google). Basics of microsoft excel

for reporting purposes is a MUST.

● Comfortable with technology and data.

● Good hold on english grammar.

● Problem identification and solving attitude.

● Ability to listen.

● Customer Obsession.

● High integrity.

● Decisiveness.