Customer Experience Specialist

1 day ago

Bengaluru, Karnataka, India Capstone Global Full time ₹ 4,32,000 - ₹ 7,20,000 per year

Summary of Job

We are seeking a motivated and empathetic Customer Experience Associate to be the first point of contact for our customers. This role is critical in ensuring that every customer interaction reflects our values of excellence, responsiveness, and care. You will handle inquiries, resolve issues, and provide guidance to deliver a seamless and positive customer journey. He/she needs to collaborate with internal teams to resolve customer issues and identify areas for improvement, also monitor customer feedback and implement strategies to enhance overall customer experience.

MAIN DUTIES AND RESPONSIBILITIES:

(Key Results areas)

· Monitor the orders from Sales Order stage till invoicing.

· Liaise with Sourcing team and Operations for on-time purchase and dispatch.

· Handle the customer queries and follow ups.

· Timely shipping alerts and POD alerts to clients

· Make sure the delivery deadlines are met.

· Handle all post-delivery issues and resolve the issues.

· Maintain the delivery against order records.

JOB CONTEXT :

The operating job environment will have the following characteristics:

· Act as the first line of support for customers via email, phone, chat, and other communication channels.

· Understand customer needs and provide prompt, accurate, and personalized solutions.

· Document and track customer interactions, feedback, and issues in the CRM system.

· Escalate complex issues to the appropriate teams while ensuring timely follow-up.

· Collaborate with sales, operations, and product teams to improve the overall customer experience.

· Identify recurring issues and suggest process improvements.

· Maintain high levels of professionalism, empathy, and patience in all interactions.

Requirements

· Bachelor's degree in Business, Communications, or a related field.

· 1–3 years of experience in customer service, client relations, or a similar role.

· Strong communication (written and verbal) and interpersonal skills.

· Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

· Tech-savvy with experience using CRM or ticketing systems.

· Problem-solving mindset with a customer-first attitude.

Job Type: Full-time

Pay: ₹11, ₹60,000.00 per month

Benefits:

  • Paid time off

Work Location: Remote

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