Customer Support Specialist Thane

2 weeks ago

Thāne, Maharashtra, India Minna Technologies Full time
We are looking for talented

Customer Support specialists


to join our Product operations team in India (Thane).Minna connects global banks and fintech with subscription businesses to give consumers self-serve subscription management in-app.

Minna is a technology partner to top-tier financial institutions, fintech and subscription businesses, providing subscription management functionality for 50+ million banking and fintech customers across the United States, United Kingdom and Europe.

Minna builds the infrastructure that links Subscription Merchants (such as Netflix, Spotify, Amazon) to leading Financial Institutions (Lloyds Bank, ING Belgium, Swedbank to name a few).

This connection enables consumers to effortlessly manage their subscriptions by performing actions like canceling, pausing, or changing their plans.

Responsibilities:
Efficiently manage cancellations and monitor cancellation status for merchants

Initiate and execute workflows for cancellations at various stages of the cancellation journey with merchants

Provide friendly and efficient customer service support via chat, calls, emails, and other channels

Familiarity with Minna's Merchant Registry and classifications for merchants, services, and categories

Proficiency in understanding subscription terms and pulling relevant information from internal systems to support Account Management, Sales, and other queries

Conduct outbound calls to customers for subscription management and issue resolution

Handle incoming queries from customers and merchants, ensuring timely resolution and escalation when necessary

Collaborate with cross-functional teams to improve processes and enhance the customer experience

Maintain accurate records and documentation of customer interactions and issue resolutions

Based

This role is based at Odessy IT Park, Wagale Industrial Estate, Thane, and will require daily commute

Requirements:
Fluent in English with a minimum of 2-3 years of work experience in an International Call Center (US Voice Process or UK Voice Process)


Comfortable working full-time in English and willing to work in US or UK shifts, must be flexible with work timings.

Demonstrated ability to deliver excellent customer service and resolve issues with good judgment

Strong analytical abilities for troubleshooting and problem-solving

Appreciation for routine tasks and ability to follow clear instructions

Comfortable multitasking to manage calls, emails, and chats simultaneously in an outbound calling process

Strong communication skills, both verbal and written, with a friendly and professional tone

Ability to adapt to a fast-paced and technologically advanced environment

Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively

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