Customer Experience Associate
3 days ago
We seek a proactive and customer-centric Customer Experience Associate to join our team. The ideal candidate will manage customer relationships, ensure satisfaction, and identify growth opportunities. This role requires excellent communication skills, problem-solving abilities, and a passion for delivering exceptional customer service.
Key Responsibilities
- Serve as the primary point of contact for customers, managing all aspects of the customer relationship.
- Address and resolve customer concerns efficiently or escalate them when necessary.
- Proactively identify and suggest improvements in processes to enhance efficiency and customer experience.
- Recognize opportunities for revenue growth and increased customer retention.
- Act as the voice of the customer, providing insights internally to drive better service and experience.
- Ensure compliance with customer agreements and service commitments.
- Collaborate effectively with teams to support company goals and objectives.
Required Skills & Competencies
- Strong analytical and critical thinking abilities with a sharp, agile mindset.
- Ability to create structure and processes in areas where they may not yet exist.
- Adaptability to manage ambiguity and influence positive change.
- High energy, drive, and urgency in delivering outstanding results.
- Personal accountability and ownership of tasks and outcomes.
- Excellent problem-solving and multitasking skills in a fast-paced environment.
- Strong listening skills and customer-focused approach.
Qualifications & Experience
- Graduate/Undergraduate (Commerce background preferred).
- Minimum 1 year of experience in an international voice/email/chat blended inbound/outbound process.
- Knowledge or experience in mutual funds, stocks, or a similar financial sector is highly preferred.
- Fluency in Hindi and English with excellent verbal and written communication skills.
- Familiarity with CRM systems and customer service practices.
Selection Process
- Assessment Round
- Interview Round
- Operations Round (if required)
- HR Round
Work Schedule & Location
- Work from Office: Monday to Friday (9:00 AM 6:00 PM)
- Work from Home: Flexible half-day on Saturdays
- Sunday OffRole & responsibilities
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