Dedicated Customer Experience Specialist

5 days ago

Mumbai, Maharashtra, India beBeeCustomerDelight Full time ₹ 2,50,000 - ₹ 7,50,000

We are currently looking for a dedicated and customer-focused individual to assume the role of Assistant Manager - Customer Delight. This critical position entails a mix of case management and handling incoming communication channels to ensure prompt and effective resolution of customer inquiries and issues. The ideal candidate will possess excellent verbal and written communication skills, a strong sense of attention to detail, and the ability to multitask in a fast-paced environment, contributing significantly to customer satisfaction and loyalty.

Key Responsibilities:

  • Manage customer interactions, resolving complaints and providing assistance through various channels including phone, email, and chat.
  • Accurately document all interactions with customers in the CRM system.
  • Investigate and resolve customer issues within a defined Service Level Agreement (SLA), ensuring high levels of customer satisfaction.
  • Evaluate complex issues and escalate them to the appropriate teams for further investigation and resolution.
  • Identify opportunities to improve the customer experience and suggest actionable solutions.
  • Stay updated on product features, promotions, and company policies to provide accurate information to customers.
  • Follow up with customers to ensure their issues have been resolved to their satisfaction, followed by Customer Satisfaction (CSAT) scoring.

Job Requirements:

  • Bachelor's degree in business or relevant work experience.
  • Excellent communication and problem-solving abilities.
  • Strong attention to detail and ability to remain calm under pressure.
  • Proficiency in using CRM software (preferably Salesforce) and other customer support tools.
  • Strong articulation and conflict management skills.
  • Ability to adapt to changing priorities and work rotating shifts.
  • Proactive approach with a positive attitude and flexibility to embrace change.
  • Good judgment and independent decision-making skills.
  • Familiarity with industry-specific regulations and compliance standards.
  • Knowledge of telephone etiquette and call center procedures.
  • Ability to maintain good interpersonal relations with high team spirit.
  • Language proficiency is an asset, particularly in Tamil, Telugu, Kannada, Punjabi, Marathi, Gujarati, Hindi, Oriya, Bengali, Malayalam, and Assamese.

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