Associate - Customer Success - TravelTech (1-5 yrs) (15h Left)

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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