Customer Experience Associate

We seek a proactive and customer-centric Customer Experience Associate to join our team. The ideal candidate will manage customer relationships, ensure satisfaction, and identify growth opportunities. This role requires excellent communication skills, problem-solving abilities, and a passion for delivering exceptional customer service.

Key Responsibilities

• Serve as the primary point of contact for customers, managing all aspects of the customer relationship.
• Address and resolve customer concerns efficiently or escalate them when necessary.
• Proactively identify and suggest improvements in processes to enhance efficiency and customer experience.
• Recognize opportunities for revenue growth and increased customer retention.
• Act as the voice of the customer, providing insights internally to drive better service and experience.
• Ensure compliance with customer agreements and service commitments.
• Collaborate effectively with teams to support company goals and objectives.

Required Skills & Competencies

• Strong analytical and critical thinking abilities with a sharp, agile mindset.
• Ability to create structure and processes in areas where they may not yet exist.
• Adaptability to manage ambiguity and influence positive change.
• High energy, drive, and urgency in delivering outstanding results.
• Personal accountability and ownership of tasks and outcomes.
• Excellent problem-solving and multitasking skills in a fast-paced environment.
• Strong listening skills and customer-focused approach.

Qualifications & Experience

• Graduate/Undergraduate (Commerce background preferred).
• Minimum 1 year of experience in an international voice/email/chat blended inbound/outbound process.
• Knowledge or experience in mutual funds, stocks, or a similar financial sector is highly preferred.
• Fluency in Hindi and English with excellent verbal and written communication skills.
• Familiarity with CRM systems and customer service practices.

Selection Process

1. Assessment Round
2. Interview Round
3. Operations Round (if required)
4. HR Round

Work Schedule & Location

• Work from Office: Monday to Friday (9:00 AM 6:00 PM)
• Work from Home: Flexible half-day on Saturdays
• Sunday Off