Customer Experience (Bengaluru)

Customer Experience (Bengaluru)

18 Sep
|
Important Company of the Sector
|
Bengaluru

18 Sep

Important Company of the Sector

Bengaluru

Role Overview


Escalations and Experience Specialist - Customer Experience will own high -impact customer escalations arising from external feedback channels and critical experience failures. Beyond customer -level resolution, the role is responsible for driving long -term, structural fixes derived from root cause analysis to prevent recurrence and improve overall customer experience and brand credibility. This role requires strong customer handling skills, deep analytical capability, and the ability to convert RCA insights into measurable operational improvements.




Key Responsibilities




Customer Outreach & Experience Recovery


- Proactively contact customers who have shared critical or negative feedback across external channels.

- Conduct in -depth conversations to understand dissatisfaction drivers and unmet expectations.

- Own end -to -end resolution through calls, follow -ups, and internal coordination.

- Deliver empathetic, accurate, and solution -focused communication to rebuild customer trust.


Escalation Ownership

- Act as the single point of accountability for assigned escalations until experiential and operational closure.

- Ensure resolutions balance customer experience, policy compliance, and business impact.

- Handle sensitive or high -stakes conversations with maturity and professionalism.


Root Cause Analysis (RCA)

- Perform detailed RCA for each escalation, identifying process gaps, system limitations, training issues, or policy breakdowns.

- Document RCAs with explicit problem statements, contributing factors, and evidence.

- Track repeat issues and emerging risk patterns.


Structural Fixes & Preventive Actions





- Translate RCA findings into concrete, structural fixes across process, policy, system, or training layers.

- Work with Product, Tech, Finance, Operations, QA, and Training teams to design and implement long -term corrective actions.

- Define ownership, timelines, and success criteria for each structural fix.

- Track implementation status and validate effectiveness post -rollout.


Feedback Loop Closure

- Close the loop with customers by explaining actions taken at both individual and systemic levels.

- Encourage customers to revisit their earlier feedback based on the final resolution and improvements made.

- Monitor post -resolution sentiment to assess experience recovery impact.


Reporting & Insights

- Maintain escalation dashboards covering root causes, structural fixes, repeat themes, and resolution outcomes.

- Present insights and recommendations to leadership for decision -making and prioritization.

- Flag high -risk areas proactively before they escalate into widespread experience issues.




Requirements
- Strong RCA and problem -solving skills with a system -level mindset.

- Excellent verbal communication and customer handling skills.

- Ability to influence cross -functional teams and drive closure.

- High ownership and bias for long -term solutions over short -term fixes.

- Working knowledge of Microsoft Excel, including data analysis using pivot tables.



Success Metrics

- Reduction in recurrence of identified root causes.

- Implementation rate and effectiveness of structural fixes.

- Improvement in post -resolution customer sentiment.

- Timeliness and quality of RCA and corrective action delivery.




📌 Customer Experience (Bengaluru)
🏢 Important Company of the Sector
📍 Bengaluru

Reply to this offer

Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.

Oracle EPM FDMEE/Integration Consultant (Rajahmundry)

Oracle EPM FDMEE/Integration Consultant (Rajahmundry)

18 Sep
|
Donyati
|
Rajahmundry
  • 18 Sep
  • Donyati
  • Rajahmundry

We are looking for Oracle EPM FDMEE/Data Management professionals. Experience - 8 to 10 Yrs. Job Requirements: - 8 to 10 years of strong technical experience in design and implementation of Oracl [...]

Oracle Functional Finance Consultant (Ajmer)

Oracle Functional Finance Consultant (Ajmer)

18 Sep
|
Atom
|
Ajmer
  • 18 Sep
  • Atom
  • Ajmer

As an experienced Oracle Functional Finance Consultant in Oracle ERP Fusion Cloud you will be responsible for leading and supporting financial process optimization, system configuration, and end-user [...]

Subscribe to this job alert:

Get the latest job offers by email for: customer experience (bengaluru) / bengaluru

Oracle Rms Tester (Kannur)

Oracle Rms Tester (Kannur)

18 Sep
|
Yallo Talent
|
Kannur
  • 18 Sep
  • Yallo Talent
  • Kannur

Job Title: Oracle RMS Tester Job Type: Contract Experience: 5+ Years Location: Remote : We are seeking a skilled and detail-oriented Oracle RMS Quality Engineer with over 5 years of experience in [...]

Oracle Epcm Technical (Kadapa)

Oracle Epcm Technical (Kadapa)

18 Sep
|
Delta System \u0026 Software
|
Kadapa
  • 18 Sep
  • Delta System \u0026 Software
  • Kadapa

Oracle EPCM Technical Specialist Location: Remote (India-Offshore) Employment Type: Contract or Full time Working time: 4:30 PM – 12:30 PM IST Experience: 10+ Years Role summary Seeking a cont [...]

Subscribe to this job alert:

Get the latest job offers by email for: customer experience (bengaluru) / bengaluru