Assistance Coordinator (CSAT) / Customer Experience Executive

ACL Digital is seeking a dynamic and customer-focused Assistance Coordinator (CSAT) / Customer Experience Executive to join our team in Mumbai. This pivotal role is perfect for individuals passionate about delivering exceptional customer service and ensuring high levels of customer satisfaction. As a Customer Experience Executive, you will be at the forefront of our client interactions, playing a crucial part in enhancing our service delivery and maintaining ACL Digital's reputation for excellence.

This full-time position offers an exciting opportunity for individuals with 0-2 years of experience to grow their careers in a supportive and engaging environment. We are looking for an individual who is not only skilled in customer support but also dedicated to understanding customer needs and providing effective solutions, ultimately contributing to our overall Customer Satisfaction (CSAT) goals.

Key Responsibilities

• Act as the primary point of contact for customer inquiries, feedback, and support requests, ensuring prompt and professional resolution.
• Effectively manage and prioritize customer interactions across various channels, maintaining a positive and empathetic approach.
• Collaborate closely with internal teams to escalate complex issues and ensure timely follow-up, guaranteeing comprehensive customer support.
• Actively contribute to achieving and exceeding Customer Satisfaction (CSAT) targets by identifying areas for improvement in service delivery.
• Document all customer interactions and resolutions accurately within the designated systems, maintaining detailed records.
• Adhere strictly to company policies and procedures to ensure consistency and quality in all customer service operations.
• Proactively identify customer pain points and provide constructive feedback to management for continuous service enhancement.
• Potentially assist in generating basic reports on customer service metrics and trends to support analytical insights.

Requirements

• 0-2 years of proven experience in customer service, customer support, or client interaction roles.
• Mandatory fluency in both English and Hindi, demonstrating excellent verbal and written communication skills.
• Proficiency in South Indian languages will be considered a significant advantage.
• Strong problem-solving abilities and a keen attention to detail to address customer needs effectively.
• Ability to work efficiently in a fixed shift schedule (10:00 AM to 7:00 PM) with Sunday as a weekly off.
• A customer-centric mindset with a genuine desire to help and achieve high customer satisfaction.
• Candidates must be available for face-to-face interviews in Mumbai.

What We Offer

• A stable full-time position within a reputable and growing digital transformation company, ACL Digital.
• A supportive and collaborative work environment that fosters professional growth and learning.
• Opportunities to develop valuable skills in customer experience management and contribute directly to business success.
• The chance to be a part of a team dedicated to innovation and excellence in customer service.
• Direct impact on customer satisfaction and loyalty through your daily interactions as an Assistance Coordinator.