Associate - Customer Success

3 weeks ago

Mumbai, India Razorpay Full time

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.
- We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

BillMe is the world's leading digital billing provider. It was founded by Jai Hemrajani, Kuber Pritmani, and Rupam Jain in 2018. BillMe has now evolved into a "CRM powered by Digital Billing." It helps over 4000+ businesses like McDonald's, Tata, BurgerKing, and Decathlon send digital bills, collect data, and increase sales and engagement.

BillMe was acquired by Razorpay in 2023. The collaboration between Razorpay and BillMe aims to help retail brands digitalize and seamlessly access omnichannel payment solutions

**The Role**:
**Roles and Responsibilities**:

- Resolve Merchant tickets over Freshdesk and call the merchant.
- Quick turnaround time to answer Merchant queries and maintain the right categorisation of tickets
- Identify and assess Merchant needs to achieve customer satisfaction and deliver quality responses.
- Follow communication procedures and guidelines
- Go the extra mile to engage customers and keep them happy
- Collect and pass feedback to the respective stakeholders bring in impactful solutions
- You will be able to interact with some of the largest new age businesses in the country.

**Mandatory Qualifications**:

- Minimum of 2-3 years of experience, preferably in the POS or Billing System Tech Support domain.
- Experience in monitoring transactions and ensuring compliance with relevant regulations.
- Strong proficiency in handling both chat and voice processes.
- Excellent communication skills, both written and verbal.
- Ability to multitask and manage time effectively.
- Attention to detail and ability to analyze information accurately.
- Strong problem-solving and decision-making skills.
- Ability to work collaboratively in a team environment.
- Knowledge of industry trends and best practices in fintech or banking.

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