About the role

Job Description – Customer Experience Executive (CRM)

Department

Customer Experience (CRM)

Location

Zigly Head Office, Delhi

Employment Type

Full-Time

Role Overview

We are looking for a customer-centric and proactive Customer Experience Executive (CRM) to manage customer interactions across multiple channels and deliver a seamless service experience. The role involves handling customer queries, appointment bookings, complaint resolution, follow-ups, and driving customer retention while supporting business growth through service conversions and cross-selling.

Key Responsibilities

Handle inbound and outbound customer interactions via calls, WhatsApp, email, and CRM platforms.
Assist customers with appointment bookings, rescheduling, cancellations, and service-related queries.
Resolve customer concerns and complaints with timely follow-ups to ensure customer satisfaction.
Coordinate with Grooming, Veterinary, Retail, Boarding, Store Operations, and other internal teams for smooth service execution.
Maintain accurate customer records and update CRM systems regularly.
Follow up with existing customers to improve retention, repeat bookings, and customer engagement.
Promote relevant services, memberships, and ongoing offers through cross-selling and upselling opportunities.
Manage customer escalations professionally and ensure timely resolution within defined turnaround times (TAT).
Adhere to quality standards, SOPs, and customer service guidelines.
Achieve assigned productivity, customer satisfaction, and conversion targets.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)
Appointment Booking & Conversion Rate
First Response Time (FRT)
Average Handling Time (AHT)
Resolution Turnaround Time (TAT)
Customer Retention & Repeat Bookings
Revenue from Cross-sell & Upsell Initiatives

Eligibility & Requirements

Graduate in any discipline (preferred).
0–2 years of experience in Customer Support, CRM, Contact Centre, BPO, Retail, E-commerce, Healthcare, or the Service industry.
Freshers with excellent communication skills and a customer-first mindset are encouraged to apply.
Excellent verbal and written communication skills in Hindi and English.
Basic proficiency in MS Excel, Google Sheets, and CRM applications.
Comfortable working in a fast-paced, target-driven environment.

Key Skills

Customer Service Excellence
Active Listening & Empathy
Problem Solving & Conflict Resolution
Communication & Interpersonal Skills
Time Management & Multitasking
Attention to Detail
Sales Orientation (Cross-sell & Upsell)

Working Conditions

Six-day work week with rotational weekly offs.

Flexibility to work in rotational shifts, based on business requirements.

Compensation

Fixed salary as per company standards, along with performance-based incentives (where applicable).

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