Role & responsibilities
Conduct outbound NPS, CSAT and customer feedback surveys, onboardings to understand overall customer experience and satisfaction and other calling activities
Engage with customers professionally to capture detailed and actionable feedback.
Accurately document customer feedback, survey responses, and interaction details in the designated CRM/tool.
Identify customer concerns, pain points, and dissatisfaction and escalate them to the relevant teams as per defined processes.
Ensure timely follow-ups and assigned tasks are completed within the defined timelines and ensure assigned activities are completed within defined timelines.
Meet defined productivity, quality and other customer experience metrics.
Demonstrate a continuous willingness to learn and improve customer-handling skills and process knowledge.
Analyze feedback data to identify trends, gaps, and areas for improvement.
Preferred candidate profile
Experience as a Customer Support Executive/Specialist or similar CS role.
1-4years in customer service, handling customers, feedback analysis, or process improvement roles.
Familiar with CRM tools, survey platforms, and reporting tools (Excel, Zoho, Google Sheets, etc.).
Familiarity with CSAT & customer experience metrics.
Proactive in identifying gaps and suggesting improvements.