Business Associate - Client Experience

Department: Client Experience (CE)
Location: Goregaon West, Mumbai
Reporting to: Head of the Department
Working Hours: MondayFriday, General Shift

Introduction:
The Client Experience Senior Associate will be responsible for managing customer feedback, maintaining visibility of customer concerns, and coordinating with internal departments to ensure timely resolution of issues. The role will focus on capturing the Voice of the Customer (VoC), analyzing feedback trends, tracking corrective actions, and ensuring that customer insights are communicated effectively across the organization.

The individual will play a key role in ensuring that customer feedback is not merely recorded or reported but translated into actionable improvements that enhance service quality and customer satisfaction.

Key Responsibilities:

1. Voice of the Customer Management

• Collect and consolidate customer feedback from complaints, surveys, client interactions, and internal teams.
• Categorize feedback to identify recurring issues, service gaps, and areas for improvement.
• Maintain accurate records of customer concerns, feedback, and resolutions.
  

2. Feedback Coordination and Follow-up

• Share relevant customer feedback with the concerned departments and stakeholders.
• Coordinate with department owners to obtain root-cause analysis, corrective actions, and expected completion dates.
• Track progress, follow up on pending actions, and escalate overdue or unresolved issues.
• Ensure that significant customer concerns receive appropriate follow-up and closure.
  

3. Data Analysis and Reporting

• Analyze customer feedback to identify trends, recurring complaints, and emerging concerns.
• Track customer experience metrics, including NPS, CSAT, complaint trends, and resolution status.
• Prepare periodic reports highlighting key findings, pending actions, and areas requiring management attention.

4. Customer Experience Monitoring

• Monitor feedback indicating customer dissatisfaction, declining engagement, or potential retention risks.
• Coordinate with Client Servicing, Quality, Operations, Sales, and other relevant teams to ensure appropriate action.
• Track customer follow-ups and ensure that the outcomes of relevant actions are communicated to the concerned stakeholders.
  

5. Process and Documentation Management

• Maintain a centralized feedback and action-tracking system. Manage communication mailbox.
• Ensure feedback records, action plans, deadlines, and closure evidence are updated accurately.
• Support the implementation of standardized processes for feedback management and reporting.

Skill set:

• Bachelor's degree in Business Administration, Management, or a related field.
• 1–3 years of experience in customer experience, customer service operations, quality, process improvement, or a similar role.
• Strong analytical skills and proficiency in MS Excel. AI usage for data analysis is a big plus.
• Excellent written and verbal communication skills.
• Strong coordination and follow-up skills, with the ability to work across multiple departments.
• Excellent interpretation of customer feedback, identify patterns, and present findings clearly.
• Strong attention to detail, organizational skills, and a sense of ownership.
• Proactive approach to problem-solving and continuous improvement.