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BridgeLoyalty Customer Experience Management LLP | Customer Success Executive | mumbai
1 month ago
Responsibilities
As a Customer Success Executive, you will be responsible for conducting Net Promoter Score (NPS) surveys and engaging directly with customers to gather actionable feedback. You will probe deeply into the reasons behind customer satisfaction and dissatisfaction, identifying key drivers for detractors. This role is pivotal in enhancing customer experience and driving organizational improvements based on customer insights.
Customer Feedback Collection:
- Conduct NPS interviews via phone, ensuring a smooth and professional experience for the customer.
- Record customer ratings and verbatim feedback accurately.
- Customer Insight Analysis: Probe further with follow-up questions to understand the reasons behind customers' ratings, focusing on detractors and passives. Identify root causes of dissatisfaction and recurring themes in feedback.
Relationship Building:
- Establish a rapport with customers during interviews, ensuring they feel valued and heard.
- Represent the company positively, building trust and fostering long-term relationships.
Continuous Improvement:
- Stay updated on best practices in customer success and feedback analysis.
Qualifications
Education: Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.
Experience:
- 0-3 years in customer success, account management, customer service, or related roles.
- Experience in conducting customer interviews or surveys is a plus.
Skills:
- Strong interpersonal and communication skills.
- Ability to ask open-ended questions and probe deeper to uncover customer insights.
- Analytical mindset with the ability to identify patterns and root causes.
- Empathy and active listening skills to handle sensitive feedback from detractors.
- Ability to balance professionalism with approachability during customer interactions.
- Familiarity with NPS methodology and its application in improving customer experience.
Key Performance Indicators (KPIs) : Number of NPS interviews conducted.
Why Join Us?
- Be a key player in shaping customer experience improvements.
- Opportunity to work in a collaborative, feedback-driven culture.
- Growth potential in a customer-centric organization.
