Customer Experience Analyst

Job Summary

This role requires the member to assist with troubleshooting and resolving all the queries that we receive from our customers and partners over our support portals. Apart from that you would be given additional responsibilities to reach out to our users with respect to the Indian target audience over calls to help with market research and growth of the company.

Responsibilities

• You should be able to demonstrate an ability to effectively engage and interact with customers on calls/email/chat.
• You understand the customers query and identify the customers needs and give the best resolution to the customer.
• You will be responsible for KYC processing.
• Coordinate with cross-functional teams to resolve any issues.
• Handle Real-time queries of the customers from different channels (Chat/Email/Call/Social media).
• Provide an analysis of our existing customer base to avoid and minimize risks in the field.
• Define and drive changes to our product with the development engineering team, given feedback from customers and field implementations.
• Work closely with our exchange and other partners.

What You Should Have

• 1 to 2 years of experience working in a customer satisfaction role.
• Prior experience in voice and non-voice process and understanding of basic etiquettes for customer happiness.
• Willing to work in rotational shifts.
• Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.
• Adhere to standardized processes, compliance without compromising customer experience.
• Strong communication (English Hindi), organizational, motivational and time management skills.
• Prior experience in the Fintech/Stocks/Mutual Funds domain will be an added advantage.

Disclaimer: This job description has been sourced from a public domain and may have been modified by Naukri.com to improve clarity for our users. We encourage job seekers to verify all details directly with the employer via their official channels before applying.