Customer Experience Specialist

TP; Thane; On-site; INR 700,000 - 1,100,000; Full time

Job summary

TP is seeking a Customer Experience Manager to develop and implement strategies that enhance customer satisfaction across channels. The role requires analyzing data, identifying trends, and collaborating with cross-functional teams to resolve complaints and drive improvements.

The candidate will document customer interactions, train team members on CX best practices, and monitor KPIs to report on CX performance. Strong communication and multitasking are essential.

Qualifications

• Minimum 2 years of experience in customer experience management or related field.
• Strong knowledge of CX principles and practices.
• Excellent communication, problem-solving, and analytical skills.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong attention to detail and multitasking ability.
• Proficiency with CRM software and CX tools.

Responsibilities

• Develop and implement customer experience strategies to enhance overall customer satisfaction.
• Conduct research and analyze data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to resolve customer complaints and concerns.
• Create and maintain documentation of customer interactions and feedback.
• Train and guide team members on customer service best practices.
• Monitor and report on key performance indicators related to customer experience.

Skills

Communication

Analytical thinking

Problem solving

Attention to detail

Team collaboration

Tools

CRM software

CX tools

Job description

Roles and Responsibility

• Develop and implement customer experience strategies to enhance overall customer satisfaction.
• Conduct research and analyze data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to resolve customer complaints and concerns.
• Create and maintain documentation of customer interactions and feedback.
• Train and guide team members on customer service best practices.
• Monitor and report on key performance indicators related to customer experience.

Job Requirements

• Minimum 2 years of experience in customer experience management or a related field.
• Strong knowledge of customer experience principles and practices.
• Excellent communication, problem-solving, and analytical skills.
• Ability to work in a fast-paced environment and meet deadlines.
• Strong attention to detail and ability to multitask.
• Proficient in using CRM software and other customer experience tools.