Customer Experience Partner

Cloud Counselage Pvt Ltd; Mumbai; Hybrid; INR 500,000 - 800,000; Full time

Benefits offered by this job

Competitive salary based on experience

Opportunities for professional development

Collaborative and dynamic work environment

Job summary

A dynamic technology firm is seeking a Customer Experience Partner responsible for managing and enhancing overall customer experience. The ideal candidate will provide personalized support, address inquiries, and implement feedback to improve services. This role requires at least 2 years of experience in customer service, excellent communication skills, and proficiency with CRM tools. The position offers a competitive salary and opportunities for professional growth, working in a collaborative environment.

Qualifications

• 2+ years of experience in customer service or a similar role.
• Ability to provide exceptional, personalized support.
• Experience with data analysis tools.

Responsibilities

• Act as a liaison between customers and internal teams.
• Provide personalized support through various channels.
• Regularly gather and analyze customer feedback.

Skills

Exceptional verbal and written communication skills

Proficiency with CRM software

Strong problem-solving abilities

Education

Bachelor's Degree in Business, Marketing, Communications, or a related field

Tools

Zendesk

Salesforce

Job description

About the job Customer Experience Partner

The Customer Experience Partner is responsible for managing and enhancing the overall customer experience by providing personalized support, addressing inquiries, and implementing customer feedback to improve service offerings. This role requires excellent interpersonal skills, a passion for customer service, and the ability to collaborate effectively with cross-functional teams.

What's For The Candidate:

• Competitive salary based on experience
• Opportunities for professional development and career growth
• A collaborative and dynamic work environment

KEY RESPONSIBILITIES:

• Customer Advocacy: Act as a liaison between customers and internal teams, ensuring customer feedback and needs are communicated and addressed effectively
• Personalized Support: Provide exceptional, personalized support through various channels (phone, email, chat) to resolve customer issues and inquiries
• Experience Improvement: Identify customer pain points and collaborate with the Product, Marketing, and Operations teams to implement solutions and improve the customer journey
• Customer Feedback Management: Regularly gather, analyze, and report on customer feedback to identify trends, inform improvements, and measure customer satisfaction
• Proactive Engagement: Anticipate customer needs and proactively reach out with relevant information, solutions, or product updates
• Training & Education: Educate customers on new features, services, and best practices to optimize their experience with our products
• Data & Insights: Use CRM tools to manage customer information and track interactions, generating reports on experience metrics, service issues, and customer health

Requirements:

• Bachelor's Degree in Business, Marketing, Communications, or a related field
• 2+ years of experience in customer service, customer experience, or a similar role
• Exceptional verbal and written communication skills, with a focus on empathy and customer-centric service
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and data analysis tools
• Strong problem-solving abilities and a proactive approach to service.

Job Location: Remote/Hybrid/In-Office