Executive 2 - Escalations

About us

Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.

Founders: Sachin Bansal & Ankit Agarwal

What would your role at Navi Look Like?

• Handling customer queries on Inbound and making outbound calls if needed
• Educate current and potential customers with product and service information
• Maintain the privacy of customer records and other financial details
• Handle all queries in a polite, professional manner
• Identify and escalate priority issues to the Team Leader/SME and relevant stakeholders
• Achieve agreed KPIs and Objectives
• Adhere strictly to shift schedules
• Adhere to laid down internal policies, procedures, and processes
• Work collaboratively with the team

What are some of the good to have skills for this role?

• Excellent communication skills: Expert level in both written & spoken English.
• Proven work experience in Escalations teams of startups- commerce companies.
• Excellent problem-solving capability with logical, structured thinking and the ability to think on their feet.
• Conflict resolution and management skills.
• Preferred tools: MS Excel, CRM software such as FreshDesk/ZenDesk, etc.
• Educational Background: B.A./B.Tech/M.Com/B.Com and/or MBA/PGDM.
• 1-2 years of relevant work experience in Escalations/Grievance team/Emails/Chat/Customer support team in startups/e-commerce.