Customer Experience Associate

3 days ago

Bengaluru, Karnataka, India Oben Electric Vehicles Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Role: Customer Experience Associate (L2) PE Team (Voice Process)

Location: Bangalore – Kudlu Gate (Work from Office)

Working Days: 5 days/week | 2 days rotational off

Job Summary

We are seeking a Customer Experience Associate (L2) to handle voice-based customer interactions through CSAT calls, gather structured feedback, and conduct detailed analysis to identify areas of improvement. The ideal candidate should have strong ownership skills, excellent communication abilities, and a passion for enhancing customer experience.

Key Responsibilities

  • Conduct CSAT calls (voice process) and gather structured customer feedback.
  • Ensure timely follow-ups while maintaining high-quality interactions.
  • Maintain data integrity and accuracy across tools.
  • Analyze feedback data to identify trends, gaps, and improvement areas.
  • Prepare reports with actionable insights and recommendations.

Required Skills & Qualifications

  • Fluency in English, Hindi, and Malayalam (mandatory).
  • Excellent verbal and written communication skills.
  • Strong attention to detail and ability to handle multiple tasks within deadlines.
  • Ability to work both independently and in a team.
  • Strong ownership, time management, and positive attitude.
  • Familiarity with CSAT metrics & customer experience processes.
  • Proactive in identifying gaps and suggesting improvements.

Preferred Experience

  • 3+ years in customer service (voice process), feedback analysis, or process improvement roles.
  • Experience as a Customer Support Specialist or in a similar CS role.
  • Proficiency in CRM tools, survey platforms, and reporting tools (Excel/Google Sheets).

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