Associate Lead - Customer Experience

Roles and Responsibilities :

• Develop and implement strategies to improve customer experience across multiple channels, including voice, email, chat, and social media.
• Analyze data to identify areas of improvement in service delivery and develop targeted initiatives to address these issues.
• Collaborate with cross-functional teams to design and deliver training programs for employees on customer service best practices.
• Monitor key performance indicators (KPIs) such as net promoter score (NPS) to measure the effectiveness of improvements made.

Job Requirements :

• 3-7 years of experience in a similar role within the telecom/ISP industry.
• Strong understanding of customer experience principles and methodologies (e.g. CSAT, NPS).
• Proven ability to analyze complex data sets using tools like Excel or specialized software.
• Excellent communication skills with ability to present findings and recommendations effectively.