Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Employer? Claim Account for FREE

Aspire FT

Compare

No reviews yet

31 Aspire FT Jobs

Sr CX Specialist (Night Shift)

Aspire

3-6 years

Gurgaon / Gurugram

1 vacancy

Aspire FT

posted 12hr ago

Job Role Insights

Key skills for the job

Incident Management CRM Customer Experience Management Business Finance Complaint Handling Customer Satisfaction

+ 2 more

Job Description

We are seeking a skilled and customer-oriented CX Senior Specialist to join our team, focusing on supporting the US market. The ideal candidate will manage customer relationships, handle inquiries and complaints, oversee escalations including payment-related issues and lead incident management processes. This role involves gathering and analyzing customer feedback, driving improvements across all touchpoints, and collaborating with cross-functional teams to enhance the overall customer experience. You will play a key role in identifying process improvements, resolving customer pain points, and influencing product development.

Key Responsibilities:

Customer Relationship Management:

Handle customer inquiries, concerns, and complaints in a timely and professional manner, ensuring positive resolutions.
Build and maintain strong relationships with customers to enhance loyalty and satisfaction.

Complaint Handling :

Oversee the complaint handling process and ensure that all complaints are addressed in a timely and effective manner.
Analyze complaint trends and identify root causes of recurring issues.
Provide regular reports on complaint handling performance to senior management.

Incident Management:

Lead the response and recovery activities for critical incidents, managing the lifecycle from detection through resolution.
Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution.
Develop and refine incident management processes, aligning them with organizational goals and objective

Customer Experience Strategy Development:

Develop and implement initiatives to improve the customer experience across all touchpoints and channels.
Collaborate with cross-functional teams (eg, Product, Sales, Marketing) to address customer pain points and enhance processes.

Product Improvement and Bug Analysis:

Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution.
Generate ideas to enhance Aspire s products and services, reporting issues and potential improvements to relevant teams.

Customer Satisfaction and Experience Metrics:

Monitor, track, and report on key customer satisfaction and experience metrics (eg, NPS, CSAT).
Regularly assess and present actionable insights to improve performance across these metrics.

Industry Best Practices:

Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
Proactively apply industry insights to refine strategies and enhance service quality .

Requirements:

Bachelors degree in Business, Finance, or a related field.
Minimum of 5 years of experience in customer experience management, incident management, or a related role.
Strong understanding of customer experience principles and incident management processes.
Excellent communication and interpersonal skills.
Proven ability to analyze data and translate insights into actionable strategies.
Experience collaborating with cross-functional teams to drive process improvements.
Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
Proficiency in customer relationship management (CRM) software and incident management tools.
The role requires flexibility to work during U.S. business hours - This is a night shift role.

What we offer

Uncapped flexible annual leave.
Hybrid work arrangement.
Training subsidy for your professional growth.
Wellness benefit.
Team bonding budget to foster collaboration and sense of belonging.
Flexibility to work from anywhere (for up to 90 days per annum).
Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page .

Employment Type: Full Time, Permanent

Read full job description