కస్టమర్ ఎక్స్పీరియన్స్ ఎగ్జిక్యూటివ్

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.

• It is a Full Time టెలిసెల్స్ / టెలిమార్కెటింగ్ job for candidates with 6 months - 5 years of experience.