Customer Experience Associate

Oben Electric Vehicles; Bengaluru; On-site; INR 279,000 - 446,000; Full time

Job summary

Oben Electric Vehicles is seeking a Customer Support Executive/Specialist in Bengaluru to handle outbound NPS/CSAT surveys, onboardings, and feedback capture. You will document interactions in the CRM and collaborate with teams to address customer concerns, ensuring timely follow-ups and adherence to CX metrics.

Ideal candidates bring 1–4 years of customer service experience, familiarity with CRM tools (Zoho/Excel), and a proactive approach to identify gaps and drive improvements in the customer

Qualifications

• Experience in customer service roles (1–4 years) with a focus on feedback analysis or process improvement.
• Familiarity with CRM tools, survey platforms, and reporting tools (Excel/Zoho/Sheets).
• Understanding CSAT and customer experience metrics.
• Proactive in identifying gaps and suggesting improvements.

Responsibilities

• Conduct outbound NPS, CSAT and customer feedback surveys and onboarding to gauge overall experience.
• Engage with customers professionally to capture detailed and actionable feedback.
• Document customer feedback, survey responses and interactions in the CRM/tool.
• Identify customer concerns and elevate to relevant teams per defined processes.
• Ensure timely follow-ups and tasks are completed within defined timelines.
• Meet defined productivity, quality and CX metrics.
• Continuously learn and improve customer-handling skills and process knowledge.
• Analyze feedback data to identify trends and areas for improvement.

Skills

Customer service experience

CRM tools

CSAT metrics

Data analysis

Process improvement

Tools

Excel

Zoho

Google Sheets

Job description

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 elevate 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.