Job Description

This role is for one of our clients

Industry: Libraries
Seniority level: Entry level

Min Experience: 0 years
Location: Ahmedabad
JobType: full-time
We're looking for an energetic and empathetic

Customer Experience Associate

to be the voice of our customers and ensure every interaction they have with us is seamless, positive, and meaningful. You'll serve as the first point of contact for inquiries, helping customers navigate challenges, offering timely solutions, and ensuring they feel supported at every step. This role is ideal for someone who genuinely enjoys helping others, thrives in a dynamic environment, and is passionate about creating great customer experiences.

Key Responsibilities

Customer Engagement & Support

Respond promptly to customer queries via chat, email, and calls with clarity, professionalism, and empathy.
Understand customer needs, identify issues, and deliver accurate solutions in a timely manner.

Customer Journey Ownership

Guide customers through their journey -- from onboarding to troubleshooting -- ensuring a consistent and delightful experience.
Anticipate customer challenges and proactively provide solutions or updates.

Issue Resolution & Feedback Loop

Log, track, and resolve customer issues while maintaining detailed documentation in CRM tools (e.g., Zendesk, Freshdesk, Zoho, HubSpot).
Collaborate with product and operations teams to escalate issues and ensure quick turnaround times.
Gather customer insights and share feedback with internal teams to improve processes and product experience.

Customer Retention & Relationship Management

Build trust-based relationships by maintaining regular communication with customers and following up on open concerns.
Conduct periodic check-ins to ensure satisfaction and encourage continued engagement.

Knowledge Base & Process Support

Contribute to creating and updating help articles, FAQs, and training material for both customers and internal teams.

Performance & Improvement

Track and analyze metrics such as response time, resolution rate, and CSAT/NPS scores.
Recommend ideas for improving support workflows and customer communication.

What Makes You a Great Fit

Excellent written and verbal communication skills.
Empathetic, patient, and composed while managing customer interactions.
Strong problem-solving mindset with a passion for helping others.
Comfortable using customer support tools and CRM platforms.
Highly organized with an ability to multitask and manage priorities.
Eager to learn and adapt in a fast-paced, collaborative environment.
Basic technical aptitude to understand digital products and troubleshoot effectively.

Qualifications

Bachelor's degree in any discipline (preferred).

0-4 years

of experience in

customer support, experience, or success

roles.
Fresh graduates with excellent communication and interpersonal skills are welcome to apply.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.