Customer Experience- Communication Lead

Your tasks

KRAs

·       Develop and implement communication frameworks that enhance customer engagement and satisfaction.

·       Ensure all customer-facing communication reflects the company/brand’s tone, values, and standards.

·       Establish mechanisms to capture, analyse, and act on customer feedback to refine communication practices.

·       Partner with Ops, Quality to deliver unified & effective communication strategies.

·       Design proactive communication plans for objection handling and critical customer situations, ensuring clarity and empathy.

·       Create and oversee customer-facing materials such as FAQs, newsletters, and knowledge base articles.

·       Track and evaluate communication effectiveness via response time, resolution clarity, and CSAT scores.

·       Equip frontline teams with communication best practices to ensure consistency and professionalism in customer interactions.

·       Regularly review communication workflows and implement enhancements based on customer insight.