Customer experience SME
ikahi
Gurugram, Haryana, India2h agovia LinkedIn
About the Role
The Customer Experience SME is a full-time, on-site role based in Gurugram, responsible for optimizing customer interactions and satisfaction across channels. The individual will analyze customer feedback and service data, identify trends, and recommend process improvements to enhance the overall experience.
Key Responsibilities
- Support customer-facing teams with guidance and best practices.
- Develop and refine customer support workflows.
- Partner with operations and product teams to resolve recurring issues.
- Create and maintain documentation.
- Contribute to training materials.
- Participate in cross-functional meetings to ensure customer-centric decisions.
- Monitor key customer metrics.
- Prepare reports and present insights to stakeholders.
Requirements & Tech Stack
- Familiarity with customer experience frameworks, feedback systems, and CRM tools.
Qualifications
- Strong Interpersonal Skills and Communication abilities.
- Expertise in Customer Satisfaction and Customer Support.
- Solid Analytical Skills.
- Ability to manage multiple priorities.
- Ability to collaborate with cross-functional stakeholders.
- Prior experience in customer experience, service operations, or a related field.
- A relevant degree or certification is beneficial.
- Ability to work on-site in the Greater Gurugram Area.