Customer Service Executive

HighSpring India LLP; Gurugram District; On-site; INR 350,000 - 480,000; Full time

Job summary

HighSpring India LLP is seeking a Customer Satisfaction Associate in Gurgaon to manage customer escalations, conduct outbound feedback calls, and monitor satisfaction levels. You will drive timely resolution, track service quality metrics, and collaborate with internal teams to safeguard customer experience and retention.

The ideal candidate has 1-3 years of experience in customer service or escalation management, strong communication skills, and proficiency in CRM tools and data spreadsheets.

Qualifications

• Bachelor's degree in Business, Commerce, Operations, or a related field.
• Experience in customer service, quality, customer success, or escalation management is preferred.
• 1-3 years of experience is desirable.

Responsibilities

• Manage customer escalations and ensure timely resolutions.
• Conduct outbound feedback calls to capture customer sentiment.
• Monitor customer satisfaction and service quality metrics.
• Perform root cause analysis and coordinate with internal teams.
• Propose process improvements to enhance customer experience and retention.

Skills

Customer handling

Escalation management

Root cause analysis

Communication

Problem-solving

CRM tools

Excel/Google Sheets

Stakeholder coordination

Education

Bachelor's degree in Business/Commerce/Operations

Tools

CRM tools

Excel/Google Sheets

Job description

Customer Satisfaction Associate

Location: Gurgaon
Experience: 1- 3 Years
Employment Type: Full-time

Job Description:
We are looking for a customer-focused professional to manage customer escalations, conduct outbound feedback calls, monitor customer satisfaction, and ensure timely issue resolution. The role involves root cause analysis, coordinating with internal teams, tracking service quality metrics, and recommending process improvements to enhance customer experience and retention.

Key Skills: Customer handling, communication, escalation management, problem-solving, root cause analysis, CRM tools, Excel/Google Sheets, and stakeholder coordination.

Qualification: Bachelors degree in Business, Commerce, Operations, or a related field. Experience in customer service, quality, customer success, or escalation management is preferred.