Job DescriptionAt Scalent, we are hiring for a Customer Success Associate with one of our clients based out of Bangalore which is a travel-tech startup simplifying vacations end-to-end - from flights and stays to visas, itineraries, and experiences - all powered by AI and curated for each traveler. We believe travel should be effortless, personalised, and genuinely enjoyable. Come help us make that a reality.Key ResponsibilitiesCustomer Journey Management- Oversee and enhance the end-to-end customer experience, ensuring seamless interactions across all touchpoints.- Develop and implement strategies to improve customer satisfaction, loyalty, and advocacy.- Build lasting relationships that lead to repeat bookings and word-of-mouth referrals.Process Improvement- Analyze customer feedback and data to identify areas for improvement.- Collaborate with cross-functional teams to implement solutions that enhance the customer experience.Performance Metrics- Monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).- Use insights from these metrics to drive continuous improvement initiatives.Stakeholder Collaboration- Work closely with product, marketing, and operations teams to align customer experience strategies with business objectives.- Serve as the voice of the customer in internal discussions, ensuring customer needs are prioritized.Requirements- Bachelor's degree in Business, Marketing, or a related field.- 1-5 years of experience in customer experience or customer service management, preferably in the travel or hospitality industry.- Proven track record of leading teams and improving customer satisfaction metrics.- Strong analytical skills with the ability to interpret data and make informed decisions.- Excellent communication and interpersonal skills.What We Offer- Opportunity to be part of an early-stage startup shaping the future of travel in India.- Work with experienced entrepreneurs with a proven track record of success.- Direct impact on company growth with a clear path to leadership opportunities.- Competitive compensation and a dynamic, collaborative team environment. (ref:updazz.com)
