Associate - Customer Experience

Job Description

A Customer service Associate manages customer concerns with the objective of maintaining positive customer relationships with an organization. They interact directly with customers to listen to concerns, resolve problems, and recommend products and services according to the needs of each individual. A proactive customer service associate will anticipate customer questions and familiarize themselves with products and services to offer the best recommendations.

Customer service Associates may be expected to use customer-relationship management (CRM) software to monitor customer interactions and data, to create automated marketing and customer support communications, and to organize vendor relationships. They will also need to participate in regular training activities to stay current with industry best practices and company policies. Strong interpersonal skills and the ability to use positive language with clients are important requirements for this dynamic role.

Duties & Responsibilities

  • Respond promptly and professionally to incoming customer inquiries in person, by telephone or by email
  • Maintain an updated knowledge of the organization’s products, services and customer service policies
  • Document customer interactions when necessary, compiling documents and forwarding information to interested parties
  • Explain simply and clearly in response to customer questions and check for customer understanding and acceptance
  • Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
  • Participate in training opportunities provided by the organization or by outside entities
  • Establish and maintain good rapport with customers by using positive language and anticipating their needs

Job Specification

Skills & Competencies

  • Effective listening skills
  • Persuasive Speaking Skills to turn problems into solutions and fair-weather customers into loyal brand evangelists
  • Ability to empathize with the customers
  • Adaptability to respond to a variety of situations in the most apt way
  • Ability to use positive language
  • Clear communication skills- verbal and written
  • Patience
  • Attentiveness
  • Time- Management
  • Willingness to improve
  • Strong product knowledge
  • Reporting skills
  • Fluency in English, Hindi and Nagamese


Bachelor’s degree


Diploma in Computer Application (Mandatory)


A proven track record, and relevant experience such as a previous role as a Customer Experience Associate in a telecom/broadband company; desirably 6 months- 1 year of relevant experience


At par with industry standards