Customer Experience Specialist

Job Title: Customer Experience Specialist

Location: Gurgaon, India

About noon

Were building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and were looking for a Customer Experience Specialist who can help us move even faster.

noons mission: Every door, every day.

What you'll do:

Were looking for candidates who thrive in a fast-paced, dynamic start-up environment. Were searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over-reliance.

Key Responsibilities:

• Engage with customers via Email and receive Inbound, make outbound calls to maintain and preserve customer experience.
• Responsible for providing successful end-to-end resolution to customer complaints.
• Identify critical cases that require faster closures and ensure the right resolutions are given on the cases keeping customer experience intact.
• Identify potential trouble spots in cases requiring management attention and escalating to ensure closure of the cases are given the right resolution within the timelines.
• Ability to sense customer annoyance and frustration from the conversation and contain the situation showing proactiveness, urgency and follow up with respective stakeholders for a resolution.
• Should follow a deep dive approach - Complete analysis on case study before concluding any resolution.
• Attention to detail and end-to-end understanding of processes and procedures in validating customer complaints and understanding complaints criticality.
• Accurately capture and document contact ticket data and maintain data integrity.
• Follow up with other departments such as tech, commercial, and ground operations teams using different internal channels.
• Sense of urgency while dealing with customer concerns and a very high level of responsibility in assuring all assigned tasks are handled in the utmost professional and timely manner.
• A highly motivated and eager-to-learn attitude is a must. Should be ready to extend support as and when required by the business.
• Create customer delight in every way

What you'll need:

Qualifications Required

• Minimum 3 years of work experience in a customer support function, preferably in a fast-paced rapid growth environment.
• Proven track record of achieving and exceeding customer expectations through customer-centricity, resilience, and resourcefulness.
• Excellent communication skills (written and verbal) in English.
• Minimum high school diploma required.
• Need to be based out of Gurgaon or within 10-15 KMs from our office (office location DLF Cyber City Gurgaon)
• Candidates with their conveyance will be preferred
• Candidates must be flexible with their shift timings. Shifts could start early in the morning or end late at night.
• Join within two weeks

Who will excel?

• Were looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.