₹15,000 - ₹30,000 per month (Based on experience and interview performance)
Job Summary
Key Responsibilities
- Develop and implement strategies to enhance customer satisfaction and loyalty.
- Monitor the end-to-end customer experience and identify opportunities for improvement.
- Handle customer complaints and escalations professionally and ensure timely resolution.
- Analyze customer feedback, surveys, and service metrics to identify trends and recommend improvements.
- Coordinate with internal departments to resolve customer concerns efficiently.
- Develop and maintain customer service standards, policies, and Standard Operating Procedures (SOPs).
- Monitor key customer experience metrics and prepare periodic performance reports.
- Lead, guide, and support the customer experience team to achieve service excellence.
- Conduct regular team meetings and provide coaching to improve customer handling skills.
- Ensure all customer interactions align with company values and quality standards.
- Identify process gaps and recommend solutions to improve operational efficiency.
- Maintain accurate records of customer interactions and service improvements.
- Promote a customer-first culture across the organization.
Qualifications :
- Bachelor's Degree in any discipline .
- Additional certifications in Customer Service or Customer Relationship Management are an added advantage.
Experience
- 4-6 years of experience in Customer Experience, Customer Service, Client Relations, or a related field.
- Experience in handling customer escalations and service quality management is preferred.
- Leadership or team management experience will be an added advantage.
Required Skills :
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Customer-centric mindset with a positive attitude.
- Strong problem-solving and decision-making skills.
- Ability to manage multiple priorities effectively.
- Good analytical and reporting skills.
- Proficiency in Microsoft Office (Word, Excel, and PowerPoint).
- Experience with CRM software is preferred.
- Strong organizational and time management skills.
- Ability to work independently and collaboratively with cross-functional teams.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Complaint Resolution Rate
- Average Resolution Time
- Customer Retention
- Service Quality Compliance
- Customer Feedback Ratings
- Team Productivity
- Process Improvement Initiatives
Core Competencies
- Customer Focus
- Leadership
- Communication
- Problem Solving
- Decision Making
- Team Collaboration
- Accountability
- Continuous Improvement
- Time Management
- Adaptability
Working Conditions
- Full-time, office-based position.
- Standard working hours as per company policy.
- May be required to work beyond regular business hours based on operational requirements.
What We Offer
- Competitive salary based on experience.
- Professional growth and career development opportunities.
- Supportive and collaborative work environment.
- Opportunity to contribute to customer experience initiatives and organizational success.
Pay: ₹15,000.00 - ₹30,000.00 per month
Work Location: In person
📌 Customer Experience Manager (Mayiladuthurai)
🏢 Building Doctor
📍 Mayiladuthurai
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