Customer Experience Associate at Chennai based online Platform

Job Description:

Its leading the Education Industry.,

Position -Senior Customer Experience Associate 

Location - Chennai

Work Days - Mon to Fri

Time -9.30am to 6.30pm

Job Description -

Key Responsibilities:
● Strategy Development: Collaborate with the Head of Customer Experience to develop and
implement customer experience strategies that align with the company's overall goals.
● Process Optimization: Identify and implement process improvements to enhance the efficiency
and effectiveness of our customer service operations.
● Customer Advocacy: Champion the voice of the customer within the organisation, advocating
for improvements based on customer feedback and insights.
● Performance Metrics: Define and monitor key performance indicators (KPIs) to track the
performance of the customer service team and drive continuous improvement.
● Escalation Handling: Handle escalated customer inquiries and complex issues, ensuring timely
resolution and customer satisfaction.
● Training and Development: Oversee the training and development of the customer service
team, equipping them with the skills and knowledge needed to excel in their roles.
● Cross-Functional Collaboration: Collaborate with other departments, such as marketing and
product development, to ensure a seamless and holistic customer experience.
● Data-Driven Insights: Analyze customer data and feedback to identify trends and opportunities
for enhancing the customer journey.
● Audits : Audit all CX platforms to conduct gap analysis, and tailor training and development
needs based on the audit findings. Additionally, also share the audit finding with the
management.