Customer Experience - Fresher

Role Overview

As a part of Customer Experience (CX), you will be the primary point of contact for customers across their lifecycle - starting from onboarding and implementation to ongoing support and long-term success. This role requires strong communication skills, problem-solving ability, learning mindset and a deep customer-first approach.

Key Responsibilities

Customer Engagement & Communication

• Act as a trusted point of contact for customers via calls, emails, tickets, and meetings.
• Communicate clearly, professionally, and empathetically with customers at all times.
• Set the right expectations and provide timely updates on issues, progress, and resolutions.
• Schedule regular monthly/quarterly customer check-ins to understand customer needs, feedback, and overall experience.

Customer Experience Execution

• Assist customers with product usage, queries, and issue resolution.
• Resolve customer issues effectively through clear communication, empathy, and structured troubleshooting.
• Drive onboarding conversations to capture requirements, align expectations, and enable successful implementation.
• Ensure customers understand payroll, HR, and system workflows relevant to their setup.
• Proactively identify risks, gaps, or opportunities to improve customer experience.
• Drive adoption by identifying usage gaps and enabling customers to confidently use Keka’s platform.
• Post Assessment you will be allocated to one of the following work streams. (Onboarding/ Customer Success/ Customer Support)

Problem Solving & Process Adherence

• Diagnose issues, identify root causes, and provide accurate resolutions
• Follow defined processes, SLAs, and documentation standards
• Escalate issues appropriately with clear context and impact
• Schedule monthly/quarterly meetings with customer to understand customer standpoint

Collaboration & Continuous Improvement

• Contribute to internal documentation, FAQs, and knowledge bases
• Participate in training, enablement sessions, and process improvements

Required Skills & Competencies

• Strong verbal and written communication skills with the ability to simplify complex concepts for customers
• Customer-first mindset with empathy and professionalism in handling challenging conversations
• Logical problem-solving skills with a strong willingness to learn HR, payroll, and SaaS workflows
• Quick to adapt in fast-paced environments and open to feedback for continuous improvement
• High sense of ownership with effective collaboration across cross-functional teams

Preferred Qualifications

Bachelor’s degree in BBA / MBA (HR) / B.Tech / MCA / M.Tech

What Success Looks Like in This Role

• Customers feel supported, heard, and confident using Keka.
• Issues are resolved effectively with minimal escalations.
• Clear, consistent, and professional communication across all touchpoints.
• Positive feedback from customers and internal stakeholders.

Why Join Keka

• Opportunity to work on a product that directly impacts people operations.
• Strong focus on learning, enablement, and growth.
• Collaborative culture with high ownership and accountability.
• A chance to shape exceptional customer experiences at scale.