Customer Experience Associate / Executive

Location: Peninsula Towers, Lower Parel W, Mumbai 400013
Department: Customer Service
Reports To: AVP HR & Operations & MD
A. Job Summary:
This role is important for making sure our customers are happy and for analysing customer
feedback to help us improve. The ideal candidate should be inclined towards helping
customers, is good with details, and can analyse data well. He/she will also work with
customers Quality Team, Customer Service Team, Courier companies etc based on their
satisfaction ratings to solve any product, dispatch, or service issues.
B. Key Responsibilities:
1. Customer Service Excellence:
1.1. Provide accurate and complete information to customers using the right tools and
methods.
1.2. Solve problems related to products, dispatch, and services by understanding
customer complaints, finding the cause, explaining the best solution, and making
sure the issue is resolved.
1.3. Work with internal teams to ensure customer orders and service requests are
fulfilled correctly and on time.
2. Customer Satisfaction Analysis (CSAT):
2.1 Monitor and review customer interactions to ensure high-quality service and
adherence to company standards.
2.2 Collect and analyze feedback from customers through surveys, social media, and direct
interactions.
2.3 Develop and implement strategies to improve customer satisfaction and loyalty based
on your analysis.
2.4 Use CSAT ratings to identify areas for improvement and work with relevant
departments to address customer concerns.
2.5 Prepare and present detailed reports on customer satisfaction trends and insights to
management.
3. Continuous Improvement:
3.1. Identify and suggest opportunities for process improvements to enhance the
customer experience.
3.2. Collaborate with cross-functional teams to address systemic issues affecting
customer satisfaction.
3.3. Stay updated with industry trends and best practices in customer service and
satisfaction analysis.
C. Qualifications, Experience & Skills:
Education:
a. Bachelor s degree in Business Administration, Marketing or related field.
Experience:
a. 2-3 years of experience in customer service, focusing on customer satisfaction analysis.
b. Proven experience in handling customer complaints and providing effective solutions.
c. Proficiency in using customer service software, CRM systems, Advanced Excel, and data
analysis/visualisation tools.
Skills:
a. Excellent communication and interpersonal skills to deliver high-quality customer
service.
b. Strong analytical and problem-solving abilities.
c. High level of attention to detail and organizational skills.
d. Ability to work independently and as part of a team.
e. Good listening skills, Empathetic and patient demeanour.
f. Proactive and self-motivated.