Role Summary
We are looking for a customer-focused Senior Executive – Customer Experience to enhance customer satisfaction, drive service excellence, and support business growth. The role requires strong experience in handling customer interactions, monitoring customer feedback metrics, and leading a small team.
Key Responsibilities
- Manage customer queries, complaints, and escalations efficiently.
- Monitor and improve key customer experience metrics such as NPS, CSAT, and CES.
- Analyze customer feedback and identify improvement opportunities.
- Coordinate with cross-functional teams to ensure timely issue resolution.
- Prepare customer experience reports and share actionable insights.
- Support customer retention and loyalty initiatives.
- Guide and mentor team members to achieve service quality standards.
Requirements
- Bachelor's degree in any discipline.
- 4–6 years of experience in Customer Experience, Customer Success, or Customer Support.
- Hands-on experience with NPS (Net Promoter Score) and customer feedback programs.
- Prior experience in leading or mentoring team members is required.
- Strong communication, problem-solving, and stakeholder management skills.
- Proficiency in CRM tools and MS Excel.
Preferred Skills
- Data-driven decision-making.
- Customer-centric mindset.
- Team leadership and coaching abilities
