Customer Experience Associate

Role & responsibilities

• Conduct outbound NPS, CSAT and customer feedback surveys, onboardings to understand overall customer experience and satisfaction and other calling activities
• Engage with customers professionally to capture detailed and actionable feedback.
• Accurately document customer feedback, survey responses, and interaction details in the designated CRM/tool.
• Identify customer concerns, pain points, and dissatisfaction and escalate them to the relevant teams as per defined processes.
• Ensure timely follow-ups and assigned tasks are completed within the defined timelines and ensure assigned activities are completed within defined timelines.
• Meet defined productivity, quality and other customer experience metrics.
• Demonstrate a continuous willingness to learn and improve customer-handling skills and process knowledge.
• Analyze feedback data to identify trends, gaps, and areas for improvement.

Preferred candidate profile

• Experience as a Customer Support Executive/Specialist or similar CS role.
• 1-4years in customer service, handling customers, feedback analysis, or process improvement roles.
• Familiar with CRM tools, survey platforms, and reporting tools (Excel, Zoho, Google Sheets, etc.).
• Familiarity with CSAT & customer experience metrics.
• Proactive in identifying gaps and suggesting improvements.