[05/05/2024] Customer Experience Manager
4 weeks ago
Roles & Responsibilities:
- Customer Support and Issue Resolution.- Respond promptly to customer inquiries and concerns through various channels (email, chat, phone), providing accurate and helpful information.- Investigate and troubleshoot customer issues, working closely with relevant teams to resolve problems effectively.- Ensure all customer support interactions are recorded, tracked, and resolved in a timely manner using CRM tools.- User Feedback Surveys- Conduct periodic NPS/user feedback surveys to gain insights and implement necessary improvements.- Continuously improve the NPS of the products through various initiatives.- Collaborate with the product development team to implement customer-driven feature enhancements.- Onboarding- Oversee the onboarding process for new customers, guiding them through the platform's functionalities and features.- Customer Satisfaction and Feedback Analysis.- Monitor customer satisfaction metrics and feedback trends to identify areas for improvement.- Gather, analyze, and interpret customer feedback to propose actionable recommendations to the management team.- Implement strategies to turn dissatisfied customers into enthusiastic advocates of our platform.- Cross-Functional Collaboration.- Collaborate with the sales team to ensure a smooth transition from lead to customer, ensuring their expectations are met.- Provide valuable insights to the product team to improve the user interface and overall user experience.
Who are we looking for?
- Proven experience in customer experience, customer success, or a related customer-facing role, preferably in a tech startup environment.- Excellent communication skills with the ability to empathize with customers and address their concerns tactfully.- Strong problem-solving skills and the ability to think critically in fast-paced situations.- Familiarity with CRM tools and customer support software.- A passion for education and a genuine interest in enhancing the learning experience for students.- Ability to thrive in a collaborative team environment and work with cross-functional teams.
Working days - 6
Work from Office
Why NxtWave:
- Get a front-row seat to a high-growth, fast-paced startup- Accelerated learning curve- Impact millions of lives and develop role models in every nook and corner of the country- Work with the founding team of NxtWave who are on a mission to transform India- High transparency in decision-making- Market Competitive salary
About NxtWave :
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