Associate-Customer Experience

3 weeks ago


gurugram, India Mahindra Logistics Full time

Feedback Collection: Implement systems and processes for collecting feedback from various customer touch points, including surveys, interviews, social media, and online reviews. Data Analysis: Analyse customer feedback data to identify trends, patterns, and insights regarding customer preferences, satisfaction levels, and pain points. Insight Generation: Extract actionable insights from customer feedback data to drive strategic decision-making and continuous improvement initiatives across the organization. Customer Advocacy: Serve as the voice of the customer within the organization, advocating for the customer-centric policies, processes, and initiatives. Cross-Functional Collaborations: Collaborate with internal teams, including product development, marketing, sales, and customer support, to share customer insights and drive customer-focused initiatives. Feedback Reporting: Prepare and present comprehensive reports and presentations summarizing key findings, trends, and actionable recommendations based on customer feedback. Customer Experience Improvement: Lead initiatives to improve customer experience by addressing identified pain points, implementing customer feedback-driven changes, and monitoring the impact on customer satisfaction metrics. Quality Assurance: Monitor and evaluate the quality of customer interactions across different channels, ensuring adherence to established service standards and best practices. Customer Relationship Management: Build and maintain strong relationships with customers, gathering feedback proactively and fostering a customer-centric culture with the organization. Continuous Learning: Stay informed about industry trends, best practices, and emerging technologies related to customer feedback management and customer experience enhancement



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