Role Summary:
We are looking for a customer-focused Senior Executive – Customer Experience to enhance customer satisfaction, drive service excellence, and support business growth. The role requires strong experience in handling customer interactions, monitoring customer feedback metrics, and leading a small team.
Key Responsibilities:
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Manage customer queries, complaints, and escalations efficiently.
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Monitor and improve key customer experience metrics such as NPS, CSAT, and CES.
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Analyze customer feedback and identify improvement opportunities.
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Coordinate with cross-functional teams to ensure timely issue resolution.
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Prepare customer experience reports and share actionable insights.
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Support customer retention and loyalty initiatives.
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Guide and mentor team members to achieve service quality standards.
Requirements:
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Bachelor's degree in any discipline.
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4–6 years of experience in Customer Experience, Customer Success, or Customer Support.
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Hands-on experience with NPS (Net Promoter Score) and customer feedback programs.
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Prior experience in leading or mentoring team members is required.
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Strong communication, problem-solving, and stakeholder management skills.
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Proficiency in CRM tools and MS Excel.
Preferred Skills:
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Data-driven decision-making.
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Customer-centric mindset.
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Team leadership and coaching abilities
