Customer Experience (CX) Specialist / CSR

We are looking for a tech-fluent Customer Service Representative who understands that in 2026, speed is a baseline, but empathy is the differentiator. As the face of our brand, you will move beyond script-reading to become a proactive problem solver. You will leverage AI-driven insights to provide "Optichannel" support—ensuring a seamless, personalized journey for our customers across every platform they use.

Key Responsibilities

• Proactive Resolution: Use predictive analytics to identify potential customer issues before they escalate (e.g., detecting shipping delays and reaching out first).
• Human-AI Collaboration: Act as the "Human-in-the-Loop," taking over complex, high-emotion queries transitioned from our Agentic AI bots.
• Contextual Personalization: Utilize real-time sentiment analysis and historical data to tailor every interaction, ensuring customers never have to repeat their history.
• Revenue Advocacy: Identify "moments of truth" during interactions to recommend relevant upgrades or services (upselling/cross-selling) that add genuine value.
• Voice of Customer (VoC) Reporting: Translate daily customer friction points into actionable data for our Product and Marketing teams.

Required Tools & Technical Stack

To qualify for this position, candidates must demonstrate proficiency or a high "learnability" index for the following 2026 industry standards:

Category

Essential Tools

Omnichannel CRM

Zendesk AI, Salesforce Service Cloud, or HubSpot Service Hub

AI Support Tools

Intercom Fin, Glean (knowledge search), or Forethought

Sentiment Analysis

Clarabridge, MonkeyLearn, or Qualtrics XM

Communication

Slack, Microsoft Teams, and Cloud Telephony (e.g., Aircall or RingCentral)

Co-pilot Systems

Experience with ChatGPT-5/Claude 4 for real-time draft generation and summarization

Core Competencies

• Digital Literacy: Ability to pivot between multiple software platforms while maintaining a high "First Contact Resolution" (FCR) rate.
• Emotional Intelligence (EQ): High-level de-escalation skills for sensitive or complex cases that require a human touch.
• Data Fluency: Comfortable reading customer health scores and translating them into personalized service strategies.
• Optichannel Agility: Mastery of switching tone and style across voice, video, chat, and social media platforms (Threads, WhatsApp, Bluesky).

Qualifications

• Experience: 1–3 years in a high-volume customer-facing role (SaaS, FinTech, or E-commerce preferred).
• Education: High School Diploma required; Bachelor’s degree or relevant CX certifications (e.g., CCXP) is a significant advantage.
• Stats to Beat: We look for candidates who have consistently maintained a CSAT (Customer Satisfaction) score of 90%+ and an average Resolution Time 15% faster than the industry average.

Job Type: Full-time

Pay: Rs80,000.00 - Rs100,000.00 per month

Work Location: In person