Role

Customer Experience Executive (VOE&VOC;)

Designation

Executive/Senior Executive

Job Type

Full-Time

Location

HO, Gurugram, Haryana

Department

Sales

Sub-Department

Solar Sales-ADDO

Team Management

No

Reports to

Senior Manager

Objective & Key Result (OKR) expectations

Objective 1: Strengthen Employee & Customer Insight Collection

Key Results

Achieve ≥90% survey participation rate across monthly VOE & VOC surveys.

Ensure 100% timely deployment of all feedback surveys as per calendar.

Capture minimum 3 actionable insights per month from employee & customer feedback.

Objective 2: Improve Feedback Analysis & Reporting Accuracy

Key Results

Submit weekly & monthly insight dashboards with 100% accuracy and zero delays.

Reduce data discrepancies to below 2% through validation and QA checks.

Provide deep-dive analysis for at least 2 critical trends every month (e.g., attrition drivers, NPS dips).

Objective 3: Drive Outcome-Based Action Planning

Key Results

Facilitate action plan creation with relevant teams within 7 days of survey result publication.

Track and close ≥85% action items within agreed timelines.

Deliver minimum 3 success case studies per quarter on actioned insights improving employee or customer experience.

Objective 4: Enhance Customer & Employee Satisfaction Scores

Key Results

Improve Employee Satisfaction (ESAT) or Pulse score by ≥5% YoY.

Improve Customer Satisfaction (CSAT) or NPS by ≥3 points through targeted interventions.

Ensure ≥90% resolution of escalated feedback within SLA in partnership with HR/Service teams.

Objective 5: Strengthen Processes, Stakeholder Collaboration & Governance

Key Results

Maintain 100% compliance with data handling, confidentiality, and reporting policies.

Conduct minimum 2 stakeholder review meetings every month (HRBP, Service, Operations, etc.).

Create or update minimum 3 SOPs annually for feedback collection,



workflows, and reporting.

Core Competencies Required

Competency

Type

Description

Analytical Skills

Functional

Ability to interpret data, build insights, and identify root causes.

Communication

Functional

Clear reporting and effective stakeholder coordination.

Customer & Employee Focus

Functional

Empathy, listening skills, and solution orientation

Process Governance

Functional

Adherence to policies, SOPs, confidentiality norms.

Stakeholder Management

Functional

Collaboration with Service, Ops, Sales, etc.

Problem-Solving

Functional

Converting insights into actionable improvements.

Result Orientation & Accountability

Behavioral

Maintains a strong focus on outcomes and ownership in achieving business targets.

Qualifications & Experience

Requirement

Description

Education

Graduate / Postgraduate in Business, Marketing, or related field (MBA preferred).

Experience

0.6–3 years of experience in Customer Experience, Distribution Management preferably in automotive, battery, or FMCD industries.

Industry Preference

Manufacturing, Automotive, Power Solutions, or FMCD sectors.

Certifications (Optional)

Training or certification in sales management, negotiation, or channel excellence is an added advantage.

About the Role

As a Customer Service Executive focusing on Voice of the Employee (VOE) and Voice of the Customer (VOC), you will be integral in enhancing customer and employee experiences.



Your primary responsibilities will involve engaging directly with customers and employees to gather feedback and address their concerns. You will also help implement improvements based on the insights you collect, ensuring a high level of satisfaction for both groups.

About the Team

You will be a part of a dynamic team dedicated to understanding and improving customer and employee perceptions. The team consists of skilled professionals from diverse backgrounds who are committed to data-driven decision-making. Collaboration and open communication are valued, ensuring that every team member contributes to a positive work environment and shared objectives.

You are Responsible for

- Collecting, analyzing, and reporting feedback from employees and customers to identify trends and areas for improvement.
- Responding promptly to inquiries and issues raised by customers and employees, ensuring a high level of support and satisfaction.
- Collaborating with cross-functional teams to communicate insights and assist in the development of strategies aimed at enhancing the overall experience.
- Maintaining accurate records of interactions and feedback, facilitating reporting and analysis for future decision-making.

To succeed in this role – you should have the following:

- Solid communication skills, both verbal and written, to effectively engage with customers and employees.
- Experience in customer service or a related field, demonstrating an understanding of customer needs and expectations.
- Ability to analyze data and feedback to draw actionable conclusions and make recommendations for improvement.
- Proficient in using customer relationship management (CRM) tools and other support technologies to track interactions and gather insights.
- A proactive attitude and problem-solving mindset, with a commitment to fostering positive relationships and enhancing experiences.

📌 Customer Service Executive - VOE & VOC (Gurugram)
🏢 Eastman Auto u0026 Power
📍 Gurugram