Customer Experience Associate
Customer Experience Associate
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Job Description
Requirements
Customer Service Excellence:
Respond promptly and courteously to customer inquiries via phone email live chat and social media.
Resolve customer issues by providing timely solutions escalating when necessary and ensuring followup to confirm satisfaction.
Maintain detailed records of customer interactions feedback and emerging trends to drive service improvements.
Represent the brand professionally ensuring every interaction reflects the company s values.
Social Media Management:
Develop schedule and post engaging content across platforms (e.g. Facebook X Instagram LinkedIn).
Monitor channels for customer feedback emerging trends and opportunities for community engagement.
Respond to comments direct messages and mentions promptly to foster a positive online community.
Utilize analytics tools to track engagement reach and conversion metrics; adjust strategies based on data insights.
Communications & Content Creation:
Draft edit and distribute press releases newsletters blog posts and internal memos.
Collaborate with creative teams to ensure all content (visual and written) is aligned with brand standards.
Develop communication plans that support marketing initiatives and organizational goals.
Maintain updated FAQs support documents and templates for consistency and efficiency.
Event Management & Calendar Coordination:
Maintain an integrated calendar for digital campaigns and offline events.
Coordinate event logistics promotions and postevent followups to ensure successful execution and engagement.
Work with crossfunctional teams to support events through digital and physical channels.
Track event metrics (attendance feedback impact) and prepare postevent reports.
CrossFunctional Collaboration:
Work closely with marketing sales and product teams to integrate customer insights into campaigns.
Participate in planning meetings and offer innovative ideas to enhance engagement strategies.
Support crisis communications planning and ensure timely responses to emerging issues.
Qualifications:
Bachelors degree in Business Communication IT or related field.
1 3 years of experience in a customerfacing or support role.
Familiarity with Zoho tools (CRM Desk Social) is a strong advantage.
Excellent verbal and written communication skills.
Creative thinking and a proactive customerfirst mindset.
Highly organized with the ability to manage multiple tasks and deadlines
Employment Type
Full Time
