We are looking for a customer-focused qualified to join our Customer Advocacy / Customer Experience team. The role involves proactively connecting with end customers to understand their experience, capture Customer Satisfaction (CSAT) and Net Promoter Score (NPS), identify customer concerns and pain points, and provide actionable insights to relevant stakeholders.

The individual will play a key role in improving overall customer experience and driving higher CSAT and NPS scores through structured customer engagement, feedback analysis, escalation management, and cross-functional collaboration.

Responsibilities:
Communicate clearly and practice active listening to accurately understand and resolve customer concerns.
Perform accurate data entry and log customer feedback to maintain quality tracking and reporting standards.
Handle customer queries proficiently, ensuring quick and accurate resolutions across multiple channels.
Identify common customer pain points to support process improvement and enhance overall service quality.
Manage escalations effectively by coordinating with relevant teams to ensure timely and satisfactory resolution.




Map customer journeys to identify touchpoints and opportunities for improving the overall customer experience.
Collaborate with support and operations teams to ensure seamless issue resolution and process alignment.
Manage the customer feedback loop by capturing, analyzing, and acting on feedback to drive continuous improvement.
Generate actionable insights from CSAT/NPS survey data to support data-driven decision-making and service enhancements.

Competencies & Skills Required:
Feedback Logging
Query Handling
Pain Point Identification
Escalation Management
CX Tools Proficiency
Journey Mapping
Cross-Functional Collaboration
Feedback Loop Management
CSAT/NPS Insights
Data accuracy and attention to detail
Customer query handling and communication skills
Analytical and problem-solving skills
Escalation and conflict resolution management
Proficiency in CX tools
CSAT/NPS analysis and insight generation
Process improvement mindset
Time management and multitasking

Experience: 2years 6 Years

Education: Graduate

Preferred Graduation: 2021–2025

Shift : 9:30 Am - 6:30 Pm

📌 Senior Executive Hyderabad (India)
🏢 CtrlS
📍 India