Associate/Senior Associate
1 month ago
Roles & Responsibilities:
- Merchant query resolution in a timely manner to ensure the best possible customer experience
- Handling merchant queries on email, chat and call
- Query resolution for the internal customer i.e. Business Team
- Adhering to customer support guidelines to ensure correct resolution
- Maintaining TAT as per SLA for the process
Required Skills:
- Minimum 2-4 years of relevant experience in customer support, managing L2/L3 escalations and should be from an Online Payments or B2B Fintech background
- Proficient in verbal and written English
- Candidates who have already worked with Intercom, Front, Freshdesk, or any customer support CRM would be preferred
- Process-oriented, proactive, and result-driven individual
- Strong interpersonal skills with the ability to understand the merchant’s requirements to ensure proper resolution
- Quick learner with an analytical mind to understand back-end operations and fintech product
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