Senior Associate - Customer Support

About Role:

We are seeking a skilled and customer-oriented Escalation Specialist to join our team. The ideal candidate will manage customer relationships, handle inquiries and complaints, and oversee escalations, including payment-related issues. 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 covering:

• Customer Relationship Management:
• Handle customer inquiries, concerns, and complaints in a timely and professional manner, ensuring a positive resolution.
• Build and maintain strong relationships with customers to enhance loyalty and satisfaction.
• Escalation Management :
• Manage and resolve customer escalations, particularly those related to issues with customer, by coordinating with relevant teams to provide timely and effective solutions.
• Act as the primary point of contact for complex or high-priority cases, ensuring customer issues are addressed promptly and satisfactorily.
• Customer Feedback Analysis:
• Gather, analyze, and report customer feedback to inform business decisions and identify opportunities for improvement.
• Use data-driven insights to recommend strategies that enhance the overall customer experience.
• Customer Experience Strategy Development:
• Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes.
• Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT).

Minimum Qualifications:

• Bachelor's degree 
• 3+ years of experience in customer experience, customer service, or related roles.
• Proven ability to manage customer relationships and handle escalations, particularly payment-related issues.
• Strong analytical skills with experience in gathering and interpreting customer data.
• Excellent communication and interpersonal skills.
• Willing to work from the office (based in Bangalore) 6 days a week.