Job Summary

We are looking for a Customer Experience professional who will act as the single point of contact (POC) for clients throughout different stages of their journey. The role involves handling customer escalations, ensuring timely resolution of concerns, collecting client feedback, recording customer testimonials, and obtaining client references. The ideal candidate should be skilled in client communication, relationship management, and ensuring a smooth and positive customer experience.

Key Responsibilities

Customer Relationship Management

- Act as the primary point of contact (POC) for clients at different stages of the customer journey.
- Maintain regular communication with clients to ensure a smooth and positive customer experience.
- Address customer queries and coordinate with relevant teams to resolve issues.

Escalation Management

- Serve as the primary POC for all customer escalations.
- Understand customer concerns and ensure timely resolution by coordinating with the concerned departments.
- Follow up on escalated issues until they are resolved and keep clients informed about the progress.

Customer Feedback and Satisfaction

- Connect with clients to collect feedback on their overall experience with the company.
- Understand customer expectations, concerns, and areas for improvement.
- Share customer feedback with internal teams to improve service quality and customer satisfaction.

Customer Testimonials and References

- Record customer testimonials highlighting their experience with the company.




- Coordinate with satisfied clients to collect written or video testimonials.
- Build and maintain a database of satisfied customers who can serve as references for prospective clients.
- Reach out to customers for references and referrals, wherever appropriate.

Customer Experience Improvement

- Identify recurring customer issues and suggest ways to improve the overall customer journey.
- Maintain records of customer feedback, escalations, resolutions, and testimonials.
- Work closely with internal teams to ensure a seamless and satisfactory customer experience at every stage.

Requirements

- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- 3–10years of experience in Customer Experience, Customer Success, Client Relationship Management, or a similar role.
- Excellent verbal and written communication skills.
- Solid interpersonal skills and the ability to build and maintain customer relationships.
- Good problem-solving, conflict-resolution, and escalation-management skills.
- Ability to handle difficult conversations professionally and patiently.
- Confidence in interacting with customers, conducting feedback calls, and recording testimonials.
- Strong coordination and follow-up skills to ensure issues are resolved on time.
- Good organizational skills and attention to detail for maintaining customer records and reports.
- Proficiency in MS Excel, Google Sheets, and CRM tools.
- Experience in the interior design, furniture, home improvement, luxury, or consumer services industry.

📌 Customer Experience Manager (New Delhi)
🏢 SUNROOOF
📍 New Delhi