Customer Feedback Specialist

Job Summary:

We are seeking a Customer Feedback Specialist to reach out to customers to gather valuable feedback on our application, processes and system flow. This role involves conducting outbound calls, documenting feedback, identifying trends, and working closely with the Customer Experience team to improve user satisfaction. The ideal candidate is a skilled communicator with a customer-focused approach, capable of capturing and analyzing feedback to support our commitment to enhancing user experience.

Share your cv at anjali.rakwal@olx.in

What you will be doing:

• Conduct Customer Feedback Calls: Make outbound calls to customers to inquire about their experience using our application, with a focus on the payment process.
• Document and Report Feedback: Record customer responses accurately, including specific comments on usability, challenges, and overall satisfaction.
• Analyze Feedback Trends: Identify common themes or issues in customer feedback and report findings to the Customer Experience team.
• Customer Issue Resolution: Address minor issues during calls, provide clarifications on the payment flow if needed, and escalate unresolved concerns.
• Collaborate with Customer Experience Team: Work closely with the team to share insights and propose ideas to enhance the customer journey.
• Maintain Confidentiality: Ensure that customer information and feedback data is handled in compliance with company privacy policies.

What we are looking for:

• Education: Bachelor’s degree in Communications, Business, or a related field is a plus.
• Experience: Previous experience in customer service, customer feedback, or call center roles is preferred.
• Communication Skills: Exceptional verbal and written communication skills; must be able to interact professionally and empathetically with customers.
• Analytical Skills: Basic understanding of data analysis; ability to recognize trends in customer feedback.
• Customer Focus: Strong interpersonal skills, with an ability to listen actively and build rapport over the phone.
• Attention to Detail: Accuracy in recording customer feedback and handling data.
• Adaptability: Willingness to adjust approach based on customer needs and feedback received.
• Familiarity with Customer Experience Metrics: Basic knowledge of metrics such as CSAT, NPS, etc., is advantageous.
• Problem-Solving Abilities: Ability to manage customer concerns with a solutions-oriented approach.

What we'll give you:

• Opportunity to work in an early-stage growing company
• Become the driver of growth for city business
• We look forward to enthusiasm that is collaborative and infectious for our growth targets

"Our Success is fueled by diverse perspectives and talents"

Job Types: Full-time, Contractual / Temporary

Pay: ₹200,000.00 - ₹400,000.00 per year

Benefits:

• Cell phone reimbursement
• Food provided
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Fixed shift
• Monday to Friday

Supplemental Pay:

• Performance bonus

Location:

• Gurugram, Haryana (Preferred)

Work Location: In person