Customer Support Specialist Mumbai
1 month ago
We are seeking a skilled Customer Support Specialist to join our Product operations team in India.
Minna connects global banks and fintech with subscription businesses to give consumers self-serve subscription management in-app.
Minna builds the infrastructure that links Subscription Merchants to leading Financial Institutions, enabling consumers to effortlessly manage their subscriptions.
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
This role requires daily commute to Odessy IT Park, Wagale Industrial Estate, Thane.
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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