Senior Associate - User Experience

Job Description: PlatinumRx is looking for a customer-focused and proactive Senior Customer Executive to enhance customer satisfaction and ensure seamless issue resolution. The ideal candidate should have prior experience in handling escalated customer concerns and delivering exceptional customer experiences across multiple channels.

Key Responsibilities:

• Handle and resolve customer escalations received through calls, emails, chats, and social media platforms.
• Manage L2 support queries and ensure timely resolution while maintaining high customer satisfaction.
• Work closely with internal teams to investigate and resolve complex customer issues.
• Monitor customer interactions and identify process improvement opportunities.
• Maintain accurate records of customer interactions and escalations in CRM tools.
• Ensure adherence to SLAs and quality standards.
• Provide feedback and insights to improve customer experience processes.

Qualifications:

• 2-3 years of experience in customer support, user experience, or escalation management roles.
• Mandatory experience in handling social media escalations across platforms such as Facebook, Instagram, X (Twitter), etc.
• Strong communication and interpersonal skills.
• Experience in CRM and ticketing tools is preferred.
• Ability to manage difficult customer situations professionally and empathetically.
• Strong analytical and problem-solving skills.

Location: HSR Bangalore (In-office) 6 Days working

Position Type: Full-time

Shift Timings: 10:00 AM - 7:00 PM

Language Proficiency: Proficiency in English, Hindi, and at least one regional language is preferred.