Customer Experience Advocate

7 days ago


Mumbai, Maharashtra, India Cloud Counselage Pvt Ltd Full time
About the Role

We are seeking a skilled Customer Experience Advocate to join our team at Cloud Counselage Pvt Ltd. As a Customer Experience Advocate, you will play a key role in managing and enhancing the overall customer experience by providing personalized support, addressing inquiries, and implementing customer feedback to improve service offerings.

Responsibilities
  • Customer Advocacy: Act as a liaison between customers and internal teams, ensuring customer feedback and needs are communicated and addressed effectively.
  • Personalized Support: Provide exceptional, personalized support through various channels (phone, email, chat) to resolve customer issues and inquiries.
  • Experience Improvement: Identify customer pain points and collaborate with the Product, Marketing, and Operations teams to implement solutions and improve the customer journey.
  • Customer Feedback Management: Regularly gather, analyze, and report on customer feedback to identify trends, inform improvements, and measure customer satisfaction.
  • Proactive Engagement: Anticipate customer needs and proactively reach out with relevant information, solutions, or product updates.
  • Training & Education: Educate customers on new features, services, and best practices to optimize their experience with our products.
  • Data & Insights: Use CRM tools to manage customer information and track interactions, generating reports on experience metrics, service issues, and customer health.
Requirements
  • Bachelor's Degree in Business, Marketing, Communications, or a related field.
  • 2+ years of experience in customer service, customer experience, or a similar role.
  • Exceptional verbal and written communication skills, with a focus on empathy and customer-centric service.
  • Proficiency with CRM software (e.g., Zendesk, Salesforce) and data analysis tools.
  • Strong problem-solving abilities and a proactive approach to service.
Salary and Benefits

We offer a competitive salary range of $60,000 - $80,000 per year, depending on experience, plus benefits including opportunities for professional development and career growth, a collaborative and dynamic work environment, and a comprehensive benefits package.


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