Job Description

Role Purpose

The Client Experience & Service Quality Executive will be responsible for gathering structured feedback from clients regarding services and project delivery, while also collecting internal feedback from teams to identify coordination gaps, communication issues, or information delays between departments. The role aims to improve overall service quality, client satisfaction, and internal process efficiency.

Key Responsibilities:

Client Feedback & Reviews

Proactively contact clients to collect feedback on services, project execution, and delivery timelines. Conduct post-project and periodic service reviews with clients. Document client feedback, concerns, and suggestions in a structured format. Coordinate with relevant teams to ensure timely resolution of client-reported issues. Prepare client feedback summary reports for management review.

Internal Coordination & Feedback

Collect feedback from internal teams regarding coordination challenges, delays, or lack of information from concerned departments. Act as a neutral point of contact between teams to highlight process gaps. Follow up with department heads to ensure clarity, accountability, and closure of reported issues. Escalate recurring issues or critical coordination gaps to management. Reporting & Process Improvement Maintain records of client and internal feedback, actions taken, and closure status. Identify trends in client dissatisfaction or internal operational challenges. Recommend improvements in communication flow, documentation, and project handover processes. Support management in implementing service quality improvement initiatives

Compliance & Professional Conduct

Ensure all communication with clients and internal stakeholders is professional and aligned with company standards. Always maintain confidentiality of client and internal feedback.
Job Types: Full-time, Permanent, Fresher

Ability to commute/relocate:

Mohali, Punjab: Reliably commute or planning to relocate before starting work (Preferred)
Education:

Bachelor's (Preferred)
Language:

English (Required)
Work Location: In person