Meet Debrupa Chakraborty, a dedicated Customer Experience Specialist at Fusion CX in India, as she takes us through her day, what drives her, and her remarkable journey with us.
I start my day at 9:45 AM, arriving at the office ready to tackle whatever comes my way. The first thing I do is settle in and review the tasks for the day. My main responsibility is to assist customers by resolving their queries—whether through emails or calls. Each customer interaction is unique, and I take pride in offering personalized solutions.
My workday typically wraps up at 7:00 PM after a full day of handling customer inquiries, following up on issues, and ensuring everything is in order for the next day. It’s always busy, but I enjoy staying on top of things and keeping everything running smoothly. Debrupa Chakraborty has always believed that maintaining a balance between efficient work and a calm and a steady pace is key to handling high volumes of customer queries.
Key Responsibilities: Solving Problems and Ensuring Satisfaction
A large part of my role involves working closely with customers to resolve their issues. Every day, I tackle a variety of queries, ensuring that customers get the support they need in a timely manner. The key is to stay organized and prioritize effectively. In my experience, this structure helps create a consistent approach to problem-solving, ensuring every customer gets the attention they deserve.
I use Google Sheets regularly to track customer issues, manage follow-ups, and ensure no details are missed. This tool helps me stay organized and ensures that I can provide accurate information quickly. If there’s ever an issue I can’t resolve immediately, I reach out to my team leads or manager for guidance. Collaboration is essential to make sure that the customer’s needs are met, even if it requires assistance from other departments. Debrupa emphasizes the importance of communication within teams to ensure seamless customer experiences.
Customer Experience: Overcoming Challenges and Finding Solutions
One of the biggest challenges I face in my role is dealing with customers who haven’t received a resolution for their issues after a prolonged period. It can be frustrating for the customer, and I need to find ways to ease their concerns. Debrupa Chakraborty understands that a calm and empathetic approach is essential when dealing with these situations.
When I encounter such a situation, I don’t just rely on the usual steps and go beyond to help the customers. I take the time to call the customer, listen to their concerns in full, and explain what went wrong or why there was a delay. Then, I offer a clear resolution. It’s amazing how much of a difference it makes when you take a personal approach, and the customer always appreciates that extra effort.
Debrupa believes that active listening and providing clarity can turn even a challenging situation into a positive experience for the customer.
Staying Updated: How I Keep Up with CX Trends
At Fusion CX, we always strive to stay ahead of industry trends, and I’m no different. I regularly receive updates about the latest customer experience trends and technologies, which keeps me informed and ready to implement new strategies to improve customer service. Debrupa Chakraborty keeps up-to-date with these trends by reading emails, attending to internal updates, and engaging in team knowledge sharing.
The Value of Professional Growth: How Fusion CX Has Helped Me Develop
Working at Fusion CX has helped me grow professionally in many ways. One of the most important areas of improvement for me has been communication. In my role, I’m constantly interacting with customers, and over time, I’ve become more confident and effective in how I approach and resolve issues.
I’ve also learned the importance of patience, especially when dealing with complex issues that require attention to detail and a calm approach. Debrupa believes that patience and communication are two key skills that have helped him become a more efficient customer experience professional.
Why I Love What I Do: Making a Difference
What I enjoy most about working at Fusion CX is the sense of fulfillment I get from helping others. I am driven by the idea that every interaction is an opportunity to genuinely help someone or make their day a little easier. That sense of impact drives me to perform my best every day.
Another great part of the job is the employee engagement activities we have at Fusion CX. These activities are a fantastic way to refresh and recharge, keeping morale high and our team motivated. Debrupa feels that these initiatives are a crucial part of maintaining high energy and motivation in the workplace.
Advice for Future Fusion CX Specialists
If you’re considering a career in customer experience, especially at Fusion CX, my advice would be: Don’t hesitate to start your journey here. It’s a great place to develop your communication skills and learn from an amazing team. The opportunities for growth are endless, and you’ll gain valuable experience that will set you up for success. Debrupa Chakraborty encourages newcomers to embrace the collaborative and fast-paced nature of Fusion CX.
A Memorable Customer Success Story
There’s one customer interaction that stands out to me. A customer had been trying to resolve an issue for several days, but they hadn’t been getting the help they needed. When I took the call, I quickly realized that the process they had been following was incorrect. I guided them through the correct steps, and once they followed the right procedure, their issue was resolved. The customer was so happy, and it felt great to be the one who finally provided the solution they needed. Debrupa takes pride in these kinds of moments, knowing that they make a real difference in the customer’s experience.
After a busy day at work, I like to recharge by doing activities that help me switch gears. I enjoy listening to music for relaxation and sometimes unwinding by taking a walk or traveling. It’s important for me to take care of my well-being so I can come back to work refreshed and ready to take on new challenges. Debrupa understands the value of balancing work and personal life to ensure long-term professional growth. When I’m not at work, I’m most likely traveling, enjoying music, or spending time with my family, which includes three wonderful people. They’re my support system and help me stay grounded.