Customer Experience Analyst
Summary
Handle customer and partner queries via chat, email, calls, and social media; analyze feedback to drive product improvements for a crypto-fintech exchange.
You will troubleshoot and resolve customer and partner queries through support portals, engaging users by chat, email, calls, and social media. You will conduct user outreach for market research, coordinate issue resolution with cross-functional teams, analyze the customer base to minimize risks, and help drive product changes based on customer feedback.
Responsibilities
- Troubleshoot and resolve customer and partner queries
- Engage and interact with customers through calls, email, and chat
- Understand customer needs and provide the best resolution
- Coordinate with cross-functional teams to resolve issues
- Handle real-time customer queries across chat, email, calls, and social media
- Analyze the existing customer base to minimize risks
- Reach out to users for market research and company growth
- Drive product changes with the development engineering team based on customer feedback
Requirements
- 1 to 2 years of experience in a customer satisfaction role
- Experience with voice and non-voice processes
- Willingness to work rotational shifts
- Ability to self-start and adapt to a growing team
- Ability to follow standardized processes and compliance requirements
- Strong English and Hindi communication skills
- Organizational, motivational, and time management skills
- Experience in fintech, stocks, or mutual funds is an added advantage
Benefits
- Up to 8 months of maternity leave
- 1 month of paternity leave
- Reimbursement of medical bills for gender reassignment surgery
- Offsites
- Gift boxes