Job Description

We are looking for a customer-focused professional to join our Customer Advocacy / Customer Experience team. The role involves proactively connecting with end customers to understand their experience, capture Customer Satisfaction (CSAT) and Net Promoter Score (NPS), identify customer concerns and pain points, and provide actionable insights to relevant stakeholders.

The individual will play a key role in improving overall customer experience and driving higher CSAT and NPS scores through structured customer engagement, feedback analysis, escalation management, and cross-functional collaboration.

Responsibilities:

● Communicate clearly and practice active listening to accurately understand and resolve customer concerns.

● Perform precise data entry and log customer feedback to maintain quality tracking and reporting standards.

● Handle customer queries proficiently, ensuring quick and accurate resolutions across multiple channels.

● Identify common customer pain points to support process improvement and enhance overall service quality.

● Manage escalations effectively by coordinating with relevant teams to ensure timely and satisfactory resolution.

● Map customer journeys to identify touchpoints and opportunities for improving the overall customer experience.

● Collaborate with support and operations teams to ensure seamless issue resolution and process alignment.

● Manage the customer feedback loop by capturing, analyzing, and acting on feedback to drive continuous improvement.

● Generate actionable insights from CSAT/NPS survey data to support data-driven decision-making and service enhancements.

Competencies & Skills Required:

● Feedback Logging