Mandatory Requirements

• Min 1 year of Customer Service Experience in Financial Services or Ecommerce
• Graduation (Bcom / BBA) or MBA or PGDBM
• Excellent Communication – English and Hindi
• Customer Centric Approach, Focussed on Quality, Problem Solving Approach, Telephone Etiquettes, Analysing Information and Multi-Tasking

Job Location - Goregaon (E) , Mumbai

Responsibilities

·      Being a brand ambassador of the Customer Success Desk, your primary responsibility is to own your role and be passionate about each App user/ Clientele/ Customer.

·      Maintaining a positive, empathetic, and professional attitude toward Prospects /Customers at all times.

·      Responding promptly to inquiries from App users/ Clientele/ Customers.

·      Communicating with App users/ Clientele/ Customers through various channels.

·      Acknowledging and resolving issues / Queries/ Complaints.

·      Knowing our products inside and out so that you can answer questions.

·      Keeping records of customer interactions, transactions, comments, Feedback and complaints by updating the same on the Lead management System.

·      Communicating and coordinating with colleagues as necessary.

·      Providing feedback on the efficiency of the Customer Experience Journey

·      Ensure customer satisfaction and provide professional customer support.

·      Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touch points, for all kinds of customer interactions.

·      Liaise with internal teams such as marketing, sales, product development, account management, billing, finance, UX etc. to ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged

·      Collect, track and Update customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters