Customer Experience Associate

3 days ago

Ahmedabad Gujarat, India Weekday Full time

**This role is for one of our clients**

Industry: Libraries

Seniority level: Entry level

Min Experience: 0 years

Location: Ahmedabad

JobType: full-time

We’re looking for an energetic and empathetic **Customer Experience Associate** to be the voice of our customers and ensure every interaction they have with us is seamless, positive, and meaningful. You’ll serve as the first point of contact for inquiries, helping customers navigate challenges, offering timely solutions, and ensuring they feel supported at every step. This role is ideal for someone who genuinely enjoys helping others, thrives in a dynamic environment, and is passionate about creating great customer experiences.

**Key Responsibilities**

**Customer Engagement & Support**

Understand customer needs, identify issues, and deliver accurate solutions in a timely manner.

**Customer Journey Ownership**

Guide customers through their journey — from onboarding to troubleshooting — ensuring a consistent and delightful experience.

Anticipate customer challenges and proactively provide solutions or updates.

**Issue Resolution & Feedback Loop**

Log, track, and resolve customer issues while maintaining detailed documentation in CRM tools (e.g., Zendesk, Freshdesk, Zoho, HubSpot).

Collaborate with product and operations teams to escalate issues and ensure quick turnaround times.

Gather customer insights and share feedback with internal teams to improve processes and product experience.

**Customer Retention & Relationship Management**

Build trust-based relationships by maintaining regular communication with customers and following up on open concerns.

Conduct periodic check-ins to ensure satisfaction and encourage continued engagement.

**Knowledge Base & Process Support**

Contribute to creating and updating help articles, FAQs, and training material for both customers and internal teams.

**Performance & Improvement**

Track and analyze metrics such as response time, resolution rate, and CSAT/NPS scores.

Recommend ideas for improving support workflows and customer communication.

**What Makes You a Great Fit**

Excellent written and verbal communication skills.

Empathetic, patient, and composed while managing customer interactions.

Strong problem-solving mindset with a passion for helping others.

Comfortable using customer support tools and CRM platforms.

Highly organized with an ability to multitask and manage priorities.

Eager to learn and adapt in a fast-paced, collaborative environment.

Basic technical aptitude to understand digital products and troubleshoot effectively.

**Qualifications**

Bachelor’s degree in any discipline (preferred).

**0-4 years** of experience in **customer support, experience, or success** roles.

Fresh graduates with excellent communication and interpersonal skills are welcome to apply.

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