Job description
Key Responsibilities
- Engage with customers through calls, emails, WhatsApp, surveys, community platforms, and chat channels.
- Collect, analyze, and interpret customer feedback to improve overall customer experience.
- Build and manage customer communities to encourage engagement, advocacy, and feedback sharing.
- Coordinate customer participation in new product launches, beta testing, product trials, and feedback programs.
- Monitor online reviews, social media conversations, and brand sentiment across platforms.
- Gather Voice of Customer (VoC) insights and collaborate with Product, Marketing, R&D, and Customer Support teams for continuous improvement.
- Identify customer pain points, trends, and opportunities to enhance customer journeys and retention.
- Prepare reports, dashboards, and actionable recommendations for stakeholders.
- Work closely with internal teams to ensure timely resolution of customer concerns and implementation of feedback.
Requirements
Requirements - 1–3 years of experience in Customer Experience, Customer Success, Community Management, ORM, or Customer Support.
- Strong verbal and written communication skills.
- Experience in collecting and analyzing customer feedback and customer behavior data.
- Familiarity with CRM, customer engagement, survey, and community management tools.
- Ability to identify trends, generate insights, and drive customer-centric initiatives.
- Experience in product feedback collection, user testing, or community engagement will be an added advantage. Key Skills
- Customer Experience Management
- Community Building & Engagement
- Customer Feedback Management
- Voice of Customer (VoC)
- Online Reputation Management (ORM)
- Social Listening
- Sentiment Analysis
- Customer Retention
- Product Launch & Beta Testing Coordination
- Customer Advocacy
- Reporting & Analytics