Customer Experience Specialist, (2+ Years) Bangalore

From 2 to 5 year(s) of experience
₹ 5,00,000 - 6,00,000 P.A.

Job Description

Roles and Responsibilities

ORGANISATION:

Simpl (Fintech of the year - 2020) , www.getsimpl.com, is a platform that empowers retailers to grow, building long term trusted relationships with their customers, one transaction at a time. For consumers, Simpl offers frictionless access to e-commerce, trust, safety, and effortless budgeting, in 1-click.

Under the hood, we are building the payments infrastructure (identity, trust score and
security) ground up for a world that is mobile first, where consumers frequently buy on the go & love convenience.

Everyone at Simpl is an internal entrepreneur who is given a lot of bandwidth and resources to create the next breakthrough, towards a new world of Networked Commerce where commerce is easy, safe, affordable without fine prints - just Simpl!

Simpl was founded in 2015 by Nityanand Sharma and Chaitra Chidanand and went live in
2016.

ROLE

We are looking for Customer Experience Specialists (CES) who will be responsible for
delivering instant resolutions/first contact closures to users. In this role you need to solve
user issues in the first instance, regardless of complexity or dependencies to retain
user/restore trust, you will also have to coordinate with internal teams to get user issues
resolved.

Role - What’s expected of you:

  • Handle User tickets/calls/chats
  • Understand the user query, quickly decide right resolution from user perspective
  • Decide on best medium to interact with customer and provide resolution (call, chat, email) and close the issue immediately
  • Ensure 100% accuracy on documentation of interactions handled
  • Adhere to quality benchmarks, follow process standard operating procedures & Exception Policy framework
  • Identify opportunities for process improvements, training or refreshers
  • Customer Experience - how to handle user queries/issues :
  • Be perceived as an expert and inspire trust in Users interacting with you (authority on resolution and closure, user trust to achieve ‘zero’ escalation/reopens)
  • Deliver the ‘Simpl Care and CX’
  • Communication and Resolution
  • Be helpful & professional, ensure user needs / expectations are met
  • Maintain high attention to detail, and execute flawlessly
  • Have apt decision making skills to resolve user issues favorably

  • CANDIDATE

  • Very strong problem solving skills & decision making ability
  • Very good communication skills : user context vs internal stakeholders, written and spoken; English and Hindi(spoken)
  • Good working knowledge of CRMs and Workflows
  • Experience working in voice (inbound and outbound) and chat support processes
  • 2+ years of experience in handling user escalations /managing escalation desks
  • Flexible with Hybrid working model (WFH & WFO) Strong understanding of processes and experience of managing SLAs, TATs, etc
  • Good with data - preparing basic reports, tracking and reporting highlights/insights

  • LOCATION: Bangalore (Indira Nagar)
  • SALARY : Up to 6 LPA




Education

UG:Any Graduate

Company Profile

Talent Bee Consulting Pvt. Ltd

Simpl (Fintech of the year - 2020) is a Buy Now Pay Later credit platform that empowers retailers to grow, building long term trusted relationships with their customers, one transaction at a time.
Company Info
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Contact Company:Talent Bee Consulting Pvt. Ltd

Website:http://careers.talentbee.in

Salary:

5,00,000 - 6,00,000 P.A.

Role Category:

Customer Success, Service & Operations - Other

Role:

Customer Service

Employment Type:

Full Time, Permanent