NPS & Customer Experience Associate

• Conduct approximately 20 outbound calls daily to clients, partners, and stakeholders to collect NPS feedback.\
• Ensure timely completion of assigned NPS cycles while maximizing the response rate.
• Build and maintain stakeholder relationships to improve engagement and feedback participation.
• Collate, validate, and organize NPS responses in a structured tracker/reporting format.
• Escalate critical feedback or recurring concerns to the relevant internal teams.
• After completing NPS calls, handle customer enquiries, requests, and complaints via calls and emails.
• Resolve 9–10 customer tickets per hour while maintaining quality and accuracy.
• Maintain customer interaction, complaint, and resolution records in the system.
• Coordinate with internal teams to resolve and close issues promptly.
• Ensure a professional, empathetic, and solution-oriented customer support experience.
• Take end-to-end ownership of customer issues to ensure customer satisfaction.

Budget Estimate: ₹4 – ₹5 lakh per annum

Candidate Profile:

Experience: 1 – 3 years

Background in calling, chat support, and NPS collation (B2B preferred)

Strong communication skills with fluency in English