Feedback Executive

Company - Kidureka

Position - Feedback Executive

Department - Customer Experience / Operations

About:

Kidureka is an innovative learning platform dedicated to making education engaging and enjoyable for children. Through interactive learning games, educational products, and creative activities, we help children develop essential skills while making learning fun. Our mission is to create meaningful learning experiences that support every child's growth and development.

Job Summary:

We are looking for a proactive and customer-focused Feedback Executive to join our team. The primary responsibility of this role is to connect with parents and customers after they have used Kidureka's products or services, collect valuable feedback, understand customer experiences, address concerns, and share insights with internal teams to improve our offerings.The ideal candidate should possess excellent communication skills, empathy, patience, and the ability to build positive relationships with customers.

Key Responsibilities:

• Contact customers through phone calls, emails, and messaging platforms to collect feedback regarding Kidureka's products and services.
• Understand customer satisfaction levels and document their experiences accurately.
• Record suggestions, complaints, compliments, and improvement opportunities in the CRM or internal tracking system.
• Escalate customer issues to the relevant departments for timely resolution.
• Conduct follow-up calls to ensure customer concerns have been addressed satisfactorily.
• Maintain detailed records of all customer interactions.
• Generate regular feedback reports and highlight recurring customer concerns.
• Collaborate with Operations, Product, Sales, and Customer Support teams to improve customer experience.
• Build long-term relationships with parents by providing a professional and friendly experience.
• Maintain confidentiality of customer information and adhere to company policies.

Required Skills:

• Excellent verbal and written English communication skills.
• Strong interpersonal and listening skills.
• Ability to communicate confidently with parents and customers.
• Good problem-solving and conflict-resolution abilities.
• Strong attention to detail and documentation skills.
• Basic computer knowledge, including MS Office and Google Workspace.
• Ability to multitask and work in a fast-paced environment.
• Positive attitude with a customer-first approach.

Qualifications:

• Graduate in any discipline.
• Freshers with excellent communication skills are welcome to apply.
• Prior experience in Customer Support, Feedback Collection, Customer Success, Telecalling, or Client Relationship Management will be an added advantage.

Preferred Qualities:

• Friendly and empathetic personality.
• Strong organizational skills.
• Ability to handle customer conversations professionally.
• Willingness to learn and adapt quickly.
• Passion for delivering exceptional customer experiences.
• Key Performance Indicators (KPIs)Number of feedback interactions completed.
• Customer response rate.
• Customer satisfaction (CSAT) score.
• Quality and accuracy of feedback documentation.
• Timely follow-up and issue resolution.
• Reporting accuracy and adherence to turnaround time (TAT).

Working Channels:

• Outbound & inbound calls
• Email communication
• WhatsApp and other messaging platforms
• CRM and customer management tools