We are hiring for Customer Experience Specialist

Job Description:

Job Title: Customer Experience Specialist
Location: Kurla
Department: Customer Support/Customer Experience
Reports To: Team Leader/Customer Service Manager

Note: This role will be on payroll of Talisman HR Solution

Job Summary:

We are looking for a motivated and customer-oriented individual to join our team as an NPS (Net Promoter Score) Telecaller. In this role, you will be responsible for reaching out to customers to collect feedback on their experiences, analyzing responses, and helping improve customer satisfaction. Your efforts will directly contribute to enhancing the company’s services and driving customer loyalty.

Key Responsibilities:

1. Customer Outreach:
• Contact customers via phone to conduct NPS surveys in a polite, professional, and engaging manner.
• Explain the purpose of the survey and encourage customers to provide honest feedback.
2. Data Collection and Feedback:
• Accurately record customer responses and ensure all feedback is documented.
• Identify and escalate any recurring issues or patterns observed from feedback.
3. Customer Interaction:
• Address any immediate concerns raised by customers during the call.
• Ensure a positive interaction, even when handling dissatisfied customers.
4. Reporting and Analysis:
• Share daily/weekly reports on survey responses, NPS scores, and common feedback themes.
• Collaborate with internal teams to provide actionable insights based on feedback.
5. Continuous Improvement:
• Stay updated with company products, services, and processes to handle queries effectively.
• Contribute ideas for improving the NPS process and enhancing the customer experience.

Key Skills and Qualifications:

• Educational Background: High school diploma or equivalent; bachelor’s degree is a plus.
• Experience: Prior experience in customer service, telecalling, or feedback collection is preferred.
• Communication Skills: Excellent verbal communication skills in [languages needed for the role].
• Customer-Centric Approach: Ability to handle calls professionally and empathetically.
• Analytical Skills: Basic understanding of NPS and the ability to interpret customer feedback.
• Tech-Savvy: Familiarity with CRM software, data entry tools, and reporting tools is an advantage.
• Team Player: Works collaboratively and shares insights to improve team performance.

Key Performance Indicators (KPIs):

• Number of surveys completed per day/week.
• Accuracy and quality of feedback recorded.
• Customer satisfaction ratings during calls.
• Improvement in NPS trends over time.