Customer Experience- Communication Lead

About the Position

Customer Experience- Communication Lead

Job-Id: 18626

Language Training Specialist

Ensure the creation and implementation of targeted, sustainable, and pragmatic L&D content in order to enthuse candidates and colleagues equally.

• Location: India – Bangalore
• Department: HR
• Employment Type: Full-time

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Responsibilities

• 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, analyze, 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.

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Requirements

• Basic MS Office skills
• C2 English
• Excellent organization skills
• Experience in teaching in a corporate environment
• 3+ years of experience (or equivalent) in teaching the language to groups of adults

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We Offer

• Onboarding program
• Buddy program
• Internal career development program

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About the Company

Hemmersbach delivers IT services exclusively for the leading companies in the IT industry: IT hardware manufacturers, global system integrators, Device as a Service providers, and data center operators. Across 190+ countries, our 5,000+ colleagues work on our customers' behalf, with one mission: to enthuse them. Our can-do attitude and spirit of mutual support have made us Great Place To Work® Certified™ in multiple countries worldwide. As The Social Purpose IT Company, we give at least 20% of our profits to Hemmersbach Rhino Force and Hemmersbach Kids' Family.