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
1. Customer Experience Management
2. Community Building & Engagement
3. Customer Feedback Management
4. Voice of Customer (VoC)
5. Online Reputation Management (ORM)
6. Social Listening
7. Sentiment Analysis
8. Customer Retention
9. Product Launch & Beta Testing Coordination
10. Customer Advocacy
11. Reporting & Analytics
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