Customer Experience Associate

Job Summary:

We are looking for a proactive and dedicated L2 Associate to manage customer satisfaction (CSAT) calls, gather feedback through surveys, and perform detailed analysis to identify process improvement opportunities. The ideal candidate should possess strong ownership skills, a positive attitude, and a passion for enhancing customer experience.

Key Responsibilities:

• Conduct CSAT calls and take customer feedback through structured surveys.
• Ensure timely follow-ups and maintain high standards of customer interaction.
• Ensure data integrity and accuracy on the tools.
• Analyze feedback data to identify trends, gaps, and areas for improvement.
• Prepare reports with actionable insights and recommendations.

Required Skills & Qualifications:

• Excellent communication and customer handling abilities.
• Attention to detail & handle multiple tasks within timelines
• Ability to work independently and as part of a team
• Strong ownership and time management skills.
• Positive attitude and commitment to delivering quality work.
• Familiarity with CSAT & customer experience metrics.
• Proactive in identifying gaps and suggesting improvements.

Preferred Experience:

• Experience as a Customer Support Specialist or similar CS role.
• 3 + years in customer service, feedback analysis, or process improvement roles.
• Familiar with CRM tools, survey platforms, and reporting tools (Excel, Google Sheets, etc.)