September 26, 2025 
4 mins to read Join our team in Gurugram as a Customer Delight Associate. Handle client queries, resolve issues, and ensure exceptional customer experience in an IT services environment. Apply now if you have 0–3 years of experience and strong communication skills. squadchamp.com
Position Title: Customer Delight Associate
Location: Gurugram, India
Experience Required: 0 – 3 years
Employment Type: Full Time
About the Role
We are seeking a motivated and customer-centric individual to join our team as a Customer Delight Associate. In this role, you will serve as one of the primary points of contact for our clients, ensuring that every interaction fosters satisfaction, trust, and loyalty. Working in a dynamic environment within an IT services setting, you will assist with queries, resolve issues, coordinate with internal teams, and proactively drive positive customer experiences. This is a great opportunity for those looking to build a career in customer success and service operations.
Key Responsibilities
- Act as a first point of contact for customers via calls, email, chat, and other channels, handling their queries, feedback, and complaints in a timely and professional manner.
- Understand the customer’s needs and expectations, and provide accurate, relevant information about our IT services and solutions.
- Troubleshoot basic technical or service-related issues; when necessary, escalate to higher teams (such as technical support or operations) and follow up until resolution.
- Maintain detailed logs of customer interactions in our CRM or ticketing system, ensuring that all notes are accurate and up to date.
- Monitor and manage open tickets to ensure SLAs (Service Level Agreements) are met, and continually update customers on the progress.
- Work collaboratively with cross-functional teams (technical, product, operations) to ensure swift resolution of complex problems and to share customer feedback for continuous improvement.
- Analyze recurring customer issues or patterns and report these findings to management or product teams, offering suggestions for improvement.
- Strive to exceed expectations by proactively identifying opportunities to enhance the customer experience.
- Participate in trainings, team meetings, and continuous learning programs to stay current on product features, services, internal processes, and best practices.
- Assist in developing knowledge base articles or FAQs to empower customers and reduce repetitive queries.
Qualifications & Skills
Education & Experience
- Bachelor’s degree (preferably in any discipline).
- 0 to 3 years of experience in a customer-facing role, ideally in IT services, BPO, SaaS support, or related domain.
Core Skills & Competencies
- Excellent written and verbal communication skills in English (and ideally Hindi) to interact with diverse customers.
- Strong active listening and empathy — ability to understand customer pain points and respond with patience and clarity.
- Problem-solving mindset, with the ability to analyze issues and identify practical solutions.
- Basic technical aptitude / familiarity with IT service concepts; ability to quickly learn new technical terms, systems, and workflows.
- Comfortable working with CRM, ticketing systems, or customer support platforms.
- Good organizational and multitasking skills: ability to manage multiple tickets or customer interactions concurrently.
- Attention to detail and accuracy in documentation and data entry.
- Ability to work under pressure, maintain composure, and deliver high service quality even during peak volumes.
- Team player attitude with an eagerness to collaborate and improve processes.
Performance Indicators
- First Response Time and Resolution Time (meeting or exceeding SLAs)
- Customer Satisfaction (CSAT), Net Promoter Score (NPS), or internal feedback ratings
- Ticket closure rate and backlog management
- Escalation handling effectiveness
- Contribution to knowledge base or process improvement suggestions
What We Offer
- Competitive salary and performance-based incentives
- Opportunity for fast career progression into roles such as Senior Customer Delight, Customer Success, Team Lead, or Operations
- Continuous learning opportunities: training in product knowledge, customer handling, and technical competencies
- Supportive work environment in a growing IT services firm
- Exposure to cutting-edge technologies, cross-functional teams, and industry best practices
How to Apply
Please submit your resume along with a cover letter describing your interest in the role and any relevant experiences in customer service or support. In your cover letter, include one example of a time you went above and beyond to help a customer. Qualified candidates will be contacted for next steps, including telephonic screening and further rounds of discussion.
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