Key Responsibilities Customer Support & Customer Experience – 60%

- Handle customer queries and concerns through inbound/outbound calls, emails and other communication channels.
- Coordinate with internal departments for resolution of customer queries and ensure proper follow-up until closure.
- Take ownership of assigned customer cases and avoid unnecessary transfers or repeated follow-ups.
- Maintain accurate records of customer interactions, actions taken and resolution provided.
- Follow established SOPs, escalation matrices and customer service standards.
- Maintain expected service levels, response timelines and customer satisfaction standards.
- Identify recurring customer concerns and highlight them to the appropriate team for corrective action.
- Deliver a consistent and professional customer experience across all communication channels.

Quality Analysis – 40%

- Monitor and audit customer calls, emails and other customer interactions handled by the Customer Support team.
- Evaluate interactions against defined quality parameters and SOPs
- Identify critical errors,



process deviations and customer experience gaps.
- Maintain quality audit scores and prepare periodic quality reports/MIS.
- Provide clear, objective and constructive feedback to Customer Support executives.
- Conduct feedback and coaching sessions based on audit findings.
- Participate in calibration sessions to maintain consistency in quality evaluation.
- Perform root cause analysis (RCA) on repeated errors, customer complaints and escalations.
- Identify training needs based on quality trends and coordinate with the concerned team for refresher training.
- Track improvement areas after feedback/coaching and monitor progress.
- Recommend improvements to scripts, SOPs, processes and customer communication.
- Highlight serious compliance, behavioural or customer-handling issues to the reporting manager.

Pay: From ₹27,000.00 per month

Perks:

- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Language:

- Hindi (Required)

Work Location: In person

📌 Customer Experience & Quality Analyst. (India)
🏢 Enagic India Kangen Water
📍 India