The Experience Co. | Customer Support Specialist

23 hours ago

bangalore, India The Experience Co. Full time

What you'll do?

TLDR; Own the post-sales journey for high-profile clients travelling on our adventures. You'll be accountable for customer experience, managing high-value customer relationships & work in the business operations team.


The longer version

Travel is core to the Experience Co. business & our members are some of the dynamic professionals & talent in the country. Think Director @ Netflix, Design Lead at Meta, Emmy award winning artists, International Art Project founders and beyond.

As a Customer Experience Specialist you will be responsible for creating a seamless experience for our guests to travel with us, stress-free.

You will get a chance to be an internal champion for our customers by owning the after-sales customer journey by providing assistance and also converting customer feedback to actionable insights for the business, production & marketing teams. You will be in the front-seat to enable founders, creators, leaders & misfits go on life-altering adventures while increasing customer centricity in the organisation.

This is not a sales role, but it does contribute to revenues directly on a day-to-day basis in the organisation.


Key Responsibilities:


Account Management


  • Take ownership of the entire customer experience post-sale, ensuring a smooth journey from onboarding to completion.
  • Get on calls with high-profile customers to set expectations and provide seamless guidance & assistance.
  • Be a customer champion internally to level up the overall customer experience of the brand.
  • Build solid connections & relationships with the customers.
  • Be a single point of contact for customers to connect with in case of any hiccups in their travel journey
  • Tailor post-sales communications to each customer’s unique needs and preferences.
  • Ensure personalised service and attention to detail that aligns with Experience Co.’s brand ethos.
  • Identify upsell and cross-sell opportunities through proactive engagement with customers and alignment with their goals.


Escalations


  • Oversee and manage customer escalations, working closely with the team to resolve issues promptly.
  • Solve customer friction proactively by cross-collaborating with teams.


Improvement, Reviews & Reporting


  • Continuously refine and improve internal processes to enhance operational efficiency.
  • Design and implement strategies to address recurring customer issues, driving long-term solutions.
  • Elevate customer experience across all touchpoints by gathering insights and implementing improvements.
  • Take responsibility for key performance metrics, including customer satisfaction (CSAT) scores and other relevant KPIs.



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