Associate - Customer Success (1-5 yrs)

3 weeks ago

Bangalore, India Scalent Solutions Full time

Job Description

At Scalent, we are hiring for a Customer Success Associate with one of our clients based out of Bangalore which is a travel-tech startup simplifying vacations end-to-end - from flights and stays to visas, itineraries, and experiences - all powered by AI and curated for each traveler. We believe travel should be effortless, personalised, and genuinely enjoyable. Come help us make that a reality.

Key Responsibilities

Customer Journey Management

- Oversee and enhance the end-to-end customer experience, ensuring seamless interactions across all touchpoints.

- Develop and implement strategies to improve customer satisfaction, loyalty, and advocacy.

- Build lasting relationships that lead to repeat bookings and word-of-mouth referrals.

Process Improvement

- Analyze customer feedback and data to identify areas for improvement.

- Collaborate with cross-functional teams to implement solutions that enhance the customer experience.

Performance Metrics

- Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

- Use insights from these metrics to drive continuous improvement initiatives.

Stakeholder Collaboration

- Work closely with product, marketing, and operations teams to align customer experience strategies with business objectives.

- Serve as the voice of the customer in internal discussions, ensuring customer needs are prioritized.

Requirements

- Bachelor's degree in Business, Marketing, or a related field.

- 1-5 years of experience in customer experience or customer service management, preferably in the travel or hospitality industry.

- Proven track record of leading teams and improving customer satisfaction metrics.

- Strong analytical skills with the ability to interpret data and make informed decisions.

- Excellent communication and interpersonal skills.

What We Offer

- Opportunity to be part of an early-stage startup shaping the future of travel in India.

- Work with experienced entrepreneurs with a proven track record of success.

- Direct impact on company growth with a clear path to leadership opportunities.

- Competitive compensation and a dynamic, collaborative team environment.

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