टेलीसेल्स कस्टमर एक्सपीरियंस एग्जीक्यूटिव

About the Role
At Noise, great products are only half the story. The other half is how we show up for the people who use them. As a Customer Experience Executive for the Noise REP Band, you'll be the face and voice of Noise for customers who need technical help with their fitness tracker. Whether it's a pairing issue, a sync failure, or a question about SpO2 accuracy, you'll resolve it clearly and empathetically across calls, chat, and email, and turn a frustrating moment into a reason to trust the brand.

Job Responsibilities

• Handle inbound customer queries and complaints related to the Noise REP Band via calls, chat, email, and IVR escalations, with a focus on technical issues.

• Troubleshoot and resolve technical concerns across three core areas: Hardware (device defects, charging, strap/replacement issues, etc), App (pairing, connectivity, sync failures,etc), and Health Tracking Features (sleep tracking, heart rate, SpO2 accuracy, etc).

• Translate complex technical information into clear, simple, and empathetic language that customers can easily understand and act on.

• Follow structured troubleshooting guides and escalation workflows; identify when a technical issue requires escalation to Hardware, App, or Health Tracking feature owners.

• Accurately log and categorize every complaint/ticket to support daily and weekly trend reporting.

• Track resolution status of assigned tickets and proactively follow up with customers until closure, ensuring high first-response and resolution rates.

• Identify recurring or emerging technical issues (e.g., firmware bugs, pairing failures, sensor accuracy gaps) and flag them promptly to the reporting/analytics team and product owners.

• Collaborate with Hardware, App, and Health Tracking teams to stay current on known issues, firmware releases, and fixes (e.g., SpO2 firmware updates, sleep/battery patches).

• Maintain and meet quality benchmarks: CSAT, TAT (turnaround time), FRT (first response time), and resolution rate.

• Support IVR and bot-escalation flows, when a REP Band query is identified, ensure smooth handover to a live agent per defined protocol.

Candidate Attributes

• Graduate in any discipline; a background in electronics, IT, or a technical field is a plus.

• 1–3 years of experience in customer support, technical support, or a call-center environment, ideally with a consumer electronics or wearable tech brand.

• Prior exposure to fitness trackers, smartwatches, or IoT/connected devices is an advantage.

• Familiarity with IVR systems, bot-based support flows, or CX automation tools is a plus.

• इस फुल टाइम टेलीसेल्स / टेलीमार्केटिंग Job में टेलीसेल्स / टेलीमार्केटिंग में 6 - 60 महीने का अनुभव वाले उम्मीदवारों की जरुरत है।