Job Title: Customer Experience Specialist
Key Competency: Excellent communication skills and strong customer relationship management experience are essential.
Knowledge, Skills and Abilities:
- Previous experience in a customer-facing role such as account management, customer success, or a related post-sales function.
- Exceptional verbal and written communication skills to clearly explain complex concepts and build rapport.
- Strong analytical and problem-solving skills, with the ability to perform root cause analysis and deliver timely resolutions.
- Excellent organizational skills and the ability to manage multiple priorities and deadlines efficiently.
- Genuine empathy and a customer-centric mindset focused on delivering value and support.
Role Overview:
- As a key member of the team, the Customer Experience Specialist will own the post-sale customer journey, building and nurturing relationships with a portfolio of accounts.
- This role demands proactive engagement, problem resolution, and collaboration with internal teams to champion the customer’s voice and identify opportunities to grow the business.
Key Responsibilities:
- Be a Trusted Partner: Serve as the primary point of contact for multiple customer accounts, developing strong and lasting relationships.
- Proactive Engagement: Keep customers informed and anticipate their needs throughout their journey.
- Solve Problems, Not Just Tickets: Investigate customer issues deeply, conduct root cause analysis, and ensure resolutions are delivered within agreed timelines.
- Champion the Customer: Communicate customer feedback effectively to internal teams, influencing improvements and actions.
- Grow the Business: Recognize and act on opportunities to upsell and cross-sell additional products or services, adding value to the customer experience.
- Stay Organized: Maintain meticulous tracking and management of daily customer-related activities, tasks, and follow-ups to ensure seamless service.
Pay: From ₹650,000.00 per year
Benefits:
- Food provided
- Health insurance
- Provident Fund
- Work from home
Work Location: In person
