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Aspire FT

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21 Aspire FT Jobs

Senior CX Specialist - Incidents (Night Shift)

Aspire APP

5-6 years

Gurgaon / Gurugram

1 vacancy

Aspire FT

posted 1d ago

Job Role Insights

Key skills for the job

Incident Management CRM Customer Experience Management Wellness Business Finance Complaint Handling

+ 3 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 (e.g., 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 (e.g., 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.