455 Customer Experience jobs in India

Job Purpose:

The Manager - Customer Experience will drive EV customer experience across touchpoints, designing the entire journey from RE EV buyer's perspective. They'll provide consumer insights, collaborate with various teams, and develop differentiated experiences. The role requires strategizing communication plans, utilizing Customer Data Platforms, and defining key metrics. The goal is to enhance customer experience through brand marketing, sales, service, and engagement programs. Constant improvement is expected through strategic planning and market evaluation. This role will partner with Brand Strategy, Product Strategy, Marketing, Sales, and Service teams.

Position Overview:

Location: Chennai

Position Title:   Customer Experience 

Reports to : Group Manager - EV Commercial

Function: EV Commercial

What you’ll do:

Strategic view: 

• Strategic intent is to build the lead generation funnel at top of the funnel and engage with those customers as well as ensure quality leads follow through the funnel via relevant conversations
• Key KPIS: Lead Conversions across the Brand and business funnels, CSAT and NPS across touchpoints. Process setups.
• Define the Customer journey for RE EV buyers. Create a journey that is better and differentiated from key competition. Also, it has delightful moments that surpass customer expectations Design, develop and execute customer journeys for various formats
• Craft strategies to build systems and processes to drive customer experience across all touchpoints - website, app, Customer experience at retail stores (sales and service), call center, online CRM, etc.
• Create the front-end and backend interface for dealing with Customers
• Work on ways of making the target interventions as per the cohorts identified through customer data
• Define the CRM interventions required at relevant junctures. Ensuring key KPIs of CSAT and NPS are met. Devise strategic thought around KPI development.
• Define the communications and the relevant channels that needs to be delivered to the Customer at each touchpoint, what message, where, when, at what interval and via which mode.
• Understand customer requirements and develop and define the value additions required.
• Conceptualize and develop rollout tools and services enabling digitization of customer experiences (like interactive screens, QR codes, paperless transactions, new technologies, etc.) across touchpoints aimed towards elevating customer experience and managing physical limitations.

Key Elements:

• CRM strategy implementation for both offline (Voice support) and Digital (Non-Voice support)
• For Offline Call center support, we need to have a thorough understanding of Call center operations and how to get effective and efficient lead validations
• For Digital CRM: Work on CRM strategy, implementation , deployment,adoption, and execution
•  Should have thorough knowledge of Salesforce or any other Marketing automation and CRM tools.
• Deploy Salesforce Marketing Automation Cloud with WhatsApp, SMS, Push notification,
• and email channels
• Campaign calendar mapping, along with journeys/tables in the campaigns
• Implement and optimize Marketing Cloud campaigns to reach the target audience
• Manage CRM systems deployed, including personalization, customization , configuration, and data integrity to optimize communications
• Execute relevant campaigns - Sales and service (lead validation and nurturing, product roll out, product recall, etc.)
• ROI measurement and optimization. Analytics and insights on the same
• Lead IT activities related to customer data management and system integration
• WhatsApp integration and chatbot

Customer and Vehicle Data Analysis at Analytics Centre:

• Analyze the customer and vehicle data for feedback to identify opportunities for improvement and innovation
• Understanding customer cohorts as well as individual customer needs. Personalize and customize communication for each customer.
•  Lead Customer Complaints
•  Mystery audits and next best actions
•  NPS and next best actions
• Gemba

KPIs creation and Dashboards Management

• Maintain dashboards and reports to provide actionable insights for management.
• Experience in Ein -Dashboards for customers with all the relevant information that they need in real time
• Dashboard and KPIs creation for internal stakeholders for CX parameters
• Bring in collective ownership of customers across functions and the channels
• Benchmark with the best in class within and across industries

Process improvement and SOPs

• Design and develop customer-facing policies, empowerment policies, and create SOPs for the store operations aimed towards standardization of customer experience across stores
• Create audit parameters with a focus on providing a standardized customer experience and review the non-compliance points.
• Develop training interventions and training content for retail stores, including customer experience product, and processes, in coordination with retail operations and the training team

What you'll bring:

Experience:

• 10+ years experience in a similar role in a Customer/ Strategic consulting domain
• Should’ve worked on CRM tools(Salesforce, Zoho CRM etc.)

Qualification:

• Master’s degree in Business, Marketing or a related field

Ready to Join Us?

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We are looking for a proactive and customer-focused individual to join our team as a Customer Experience Executive. The role involves managing both inbound and outbound customer interactions to ensure high levels of customer satisfaction, quick issue resolution, and seamless service delivery.

* Handle inbound calls, emails, and chats from customers regarding products, services, or order inquiries

* Make outbound calls for feedback, follow-ups, service reminders, or promotional outreach

* Provide accurate information, resolve customer concerns, and escalate complex issues when needed

* Maintain detailed and up-to-date customer interaction records in CRM systems

* Ensure prompt follow-ups to customer queries and support tickets

* Collaborate with internal teams (sales, tech, logistics) to ensure customer issues are resolved

* Meet or exceed defined KPIs related to response time, resolution rate, and customer satisfaction

* Collect and analyze customer feedback to identify improvement areas in service delivery

* Required Skills & Qualifications:

* Proven experience in customer support (inbound and outbound)

* Strong communication and interpersonal skills

* Proficient in CRM software and Microsoft Office

* Positive attitude with a customer-first mindset

* Minimum qualification: Bachelor’s degree (preferred)

Preferred Experience:

* 1–3 years in a customer support or call center role

* Experience handling escalations and conflict resolution

Preference - Female

About our client

A leading NBFC

Job Title: Customer Experience: Chief Manager

Experience: 10+ years

Location: Chennai

Qualification: PG must

Job Description

This position is responsible for managing customer service operations inclusive of conceptualizing & implementing short/long term plans, and managing teams with a focus on excelling business targets & service delivery metrics. Responsible for leading the implementation of the Net Promoter Score (NPS), customer satisfaction program, including aligning the insights with action planning and tracking the implementation of action planning with the business team.

ROLES AND RESPONSIBILTIES

• Leading corporate wide goal setting, and managing NPS and customer satisfaction programs for different markets and with partners.

• This role will serve as the lead in bridging the gap between external and internal customer satisfaction surveys by bringing a fresh perspective on aligning the studies.

• Individual will own the NPS study and drive recommendations to improve the customer experience across the organization

• Works closely with NPS Insights vendor, Insights Integration and analytics team to produce value-based results to grow NPS and enhance customer experience

• Frequent communications and presentations to senior leadership team is required, including tracking of the goals and reporting on NPS and customer satisfaction performance across all products, functions and touch points

• Liase regularly with other operating departments to brainstorm and articulate action plan on NPS improvement and customer value enhancement

• Lead design, execution and goal setting of the Net Promoter Score (NPS) program internally and externally

• Map customer-related processes and identify process gaps. Do RCA of entire value chain and customer issues, and provide a sustainable solution

• Ensure NPS is clearly understood within all levels of organization and inputs of NPS are defined and implemented throughout the organization, by developing materials and deliver training on customer excellence

• Ensure adherence to service & quality benchmarks and provide a best-in-class service experience for customers

Required Skills

• 10+ years of proven experience in Customer Experience Excellence or data analysis preferred, with Knowledge of the BFSI industry

• Be a subject matter expert in NPS, customer experience, customer engagement, and understanding of consumer behaviour.

• Must have in-depth knowledge of and passion for customer satisfaction / NPS data and insights

• The ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction are key

• Proactively identify potential customer issues and drive mitigation measures

• Ability to make decisions, think strategically and provide thought leadership to all levels of the organization on NPS and customer satisfaction

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This is a full-time on-site role for a Customer Experience Specialist located in Hyderabad. The Customer Experience Specialist will be responsible for managing customer interactions and providing exceptional service. Day-to-day tasks include addressing customer inquiries, resolving issues, and ensuring customer satisfaction. The role involves identifying opportunities to improve the customer experience and collaborating with internal teams to implement solutions.

• Experience in Customer Service and Relationship Management
• Excellent Communication and Interpersonal skills
• Problem-Solving and Conflict Resolution skills
• Ability to work in a fast-paced environment and adapt to change
• Proficiency in CRM software and other relevant tools
• Bachelor's degree in Business, Communications, or a related field
• Passion for environmental conservation and sustainability

Key responsibilities:

To manage the entire supply chain for key clients, from procurement to delivery, ensuring timely and efficient logistics operations while adhering to customer requirements and optimizing costs, utilizing Maersk's global network and digital platforms to deliver seamless supply chain solutions for clients .

• Customer Relationship Management: Build strong relationships with clients, understanding their specific supply chain needs and proactively addressing concerns to ensure high customer satisfaction.
• Shipment Planning and Execution: Coordinate all aspects of shipment planning including route optimization, carrier selection, customs clearance, and documentation to ensure smooth and timely delivery.
• Inventory Management: Monitor inventory levels at various stages of the supply chain to optimize stock levels and minimize holding costs.
• Logistics Operations Management: Oversee the execution of logistics operations including warehousing, transportation, and distribution, ensuring adherence to delivery schedules and quality standards.
• Cost Optimization: Analyze and identify cost saving opportunities across the supply chain, negotiating freight rates and optimizing logistics processes to achieve cost efficiency.
• Digital Platform Utilization: Leverage Maersk's digital platforms and tools to track shipments, manage data, and provide real-time visibility to customers
• Risk Management: Proactively identify and mitigate potential supply chain disruptions such as weather events, customs delays, or geopolitical issues.
• Performance Monitoring and Reporting: Track key performance indicators (KPIs) related to delivery time, cost, and customer satisfaction, providing regular reports to stakeholders.
• Continuous Improvement: Identify opportunities to improve supply chain processes, implement new technologies, and drive operational excellence.
• Adhere to process and Standard Operating Procedures (SOPs) and Internal Operating Procedures (IOPs) during daily operation.

Required Skills and Qualifications:

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration or a related field.
• Proven experience in managing end-to-end supply chain operations within a logistics or freight forwarding company.
• Strong understanding of international trade regulations, customs procedures, and incoterms
• Excellent communication and interpersonal skills to effectively collaborate with internal and external stakeholders.
• Proficiency in data analysis and reporting to identify trends and make informed decisions.
• Ability to work independently and as part of a team under tight deadlines.
• Familiarity with digital platforms and supply chain management systems.

Company Description

We are a company involved in operating various retail outlets in Patna.

Role Description

This is a full-time on-site role for a Customer Experience Executive at Kripashree Jewels Pvt Ltd located in Patna. The role involves managing customer satisfaction, providing customer support, and ensuring effective communication with customers on a daily basis while also leading the firm's telecalling team.

Qualifications

• Customer Satisfaction and Customer Service skills
• Analytical Skills
• Strong Communication skills

Relevant qualifications and skills that would be beneficial include experience in customer support roles, familiarity with CRM systems, and a Bachelor's degree in Business Administration or related field.

Candidates with local Patna address will be given preference.

Dear Applicants,

Greetings from Infosys

In pursuit of scaling our operations and to fulfill some of newly transitioned logos we hereby invite job applications from folks who are agile and is looking forward to make career with the leader.

Must to have attributes

1) Exceptional communication skills

2) Adaptive

3) Possesses opportune interpersonal skills

4) Has worked in Customer Experience portfolio with proven CX deliverables

5) Is open to work in shift's (UK, US & Australian)

6) Stable in his/her career with minimul gaps

7) Has all the required documents in place

8) Can join at the earliest upon selection

While you all are encouraged to apply for above cited role you're encouraged to help us attract talent from your group/networking/entity too.

Please note we have multiple openings within Lateral positions too within Service Delivery, Operations, MIS, Training, and other key functions hence please apply should you possess the required skillset's and to get onto a steady start with the proven leader in BPM.

Openings: Voice/Blended/Chat

Targeted hire's: 1000+

Joining timelines: Immediate

Job Location: BLR, Pune, HYD

Remuneration: As per market standards and basis interview outcomes

Please mail your resume at along with below cited details.

1) Total BPM Experience:

2) Relevant Customer Experience exposure:

3) Last drawn CTC:

4) Expected CTC:

5) Joining availability:

6) Current Location:

7) Preferred location:

8) Any offer in hand:

We eagerly await your valuable response.

Good luck

Talent Acquisition Team