Customer Experience Specialist, 2+ Years, Bangalore

Roles and Responsibilities

ORGANISATION:

Founded in 2015 and went live in 2016. One of the fastest growing CONSUMER FACING Fin-Tech company, a platform that empowers retailers to grow, building long term trusted relationships with their customers, one transaction at a time. The company offers frictionless access to e-commerce, trust, safety, and effortless budgeting, in 1-click.

Under the hood, they 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.

Wonderful work atmosphere , where every employee 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!

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)
• 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

Desired Candidate Profile

• Experience in handling Customer Support / Customer Experience for a Consumer (B2C) Product or Service
• Those working with Consumer Product Firms (Internet based) highly desired
• Must have experience in Voice / Chat / E-mail
• 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

Perks and Benefits

- 6 LPA

- Hybrid Work Model (Work from home and office)

- Office Located at Indira Nagar, Bangalore