Job Description – Customer Experience & Quality ExecutivePosition
Customer Experience & Quality Executive
Job Summary
We are looking for a customer-focused and detail-oriented Customer Experience & Quality Executive to handle customer complaints, resolve service-related issues, monitor service quality, and ensure a consistently positive customer experience. The role involves coordinating with different departments to address concerns and implementing improvements based on customer feedback.
Key Responsibilities
- Receive, record, and manage customer complaints and service-related concerns.
- Understand customer issues and provide timely and appropriate resolutions.
- Coordinate with relevant departments to resolve customer complaints effectively.
- Follow up with customers to ensure satisfactory resolution of their concerns.
- Monitor the quality of customer service and identify areas for improvement.
- Conduct regular quality checks on customer interactions and service processes.
- Collect and analyze customer feedback to identify recurring issues.
- Maintain accurate records of complaints, resolutions, feedback, and service-quality reports.
- Escalate critical or unresolved complaints to the concerned department head/management.
- Identify gaps in service delivery and recommend corrective actions.
- Ensure employees follow established customer service standards and procedures.
- Prepare periodic reports on complaints, customer satisfaction, and service quality.
- Support the management in developing and implementing customer experience improvement initiatives.
Required Skills & Qualifications
- Bachelor's degree in Business Administration, Management, Customer Service, or a related field.
- 1–3 years of experience in customer service, quality assurance, complaint handling, or a similar role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Good organizational and follow-up skills.
- Ability to handle difficult customers professionally and patiently.
- Good knowledge of MS Office and reporting tools.
- Strong attention to detail and commitment to service quality.
- Ability to work collaboratively with multiple departments.
Key Performance Indicators (KPIs)
- Complaint resolution time
- Customer satisfaction level
- Complaint closure rate
- Number of recurring complaints
- Service quality score
- Customer feedback and retention
- Timely completion of follow-ups and reports
Pay: ₹25,000.00 - ₹32,563.62 per month
Work Location: In person
