Customer Experience Expert

1 week ago

Gurgaon, Haryana, India beBeeCustomerExperience Full time ₹ 1,50,00,000 - ₹ 2,50,00,000

About the Role:

You will be responsible for owning the end-to-end experience of B2B customers from first interaction to post-installation.

Key Responsibilities:

  • Design and implement a customer experience roadmap across key touchpoints: pre-sales, delivery, installation, and support.
  • Work closely with sales, service, and operations teams to build a customer-obsessed culture.
  • Define CX metrics (NPS, CSAT, response time) and drive improvement initiatives.
  • Coordinate with inside and project sales teams to ensure accurate, timely responses to client queries.
  • Assist in client onboarding, site readiness guidance, and documentation support.
  • Manage escalations or delays even before the sale is closed.
  • Ensure seamless coordination between service engineers, CRM, and customers post-installation.
  • Track and monitor complaint resolution TATs, and proactively engage in delay cases.
  • Develop SOPs for customer interaction at every touchpoint, especially during after-sales interactions.
  • Run proactive engagement programs like feedback calls, check-in messages, thank-you kits, etc.
  • Organize periodic customer experience audits and surprise checks.
  • Capture testimonials, case studies, and referrals from delighted customers.
  • Bridge communication gaps between sales, logistics, assembly, and service.
  • Lead weekly internal CX reviews to address repeat pain points or high-friction areas.
  • Analyze CX data and share dashboards with management on experience trends.
  • Convert complaints into insights and drive systemic fixes.

Requirements:

  • 4-7 years in customer experience, client servicing, or operations roles preferably in manufacturing, tech products, or B2B services.
  • Strong understanding of B2B customer lifecycle.
  • Excellent coordination, empathy, and communication skills.
  • Problem-solving mindset with a bias for action.
  • High ownership and attention to detail.
  • Familiarity with CRM tools, ticketing systems, and customer feedback tools.

We Offer:

A dynamic work environment with opportunities for growth and development. A chance to make a meaningful impact on customer experience and drive business success.

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