Customer Experience Associate
2 days ago
Who we are: We are reimagining financial products as consumer products, like Spotify or Netflix or Dropbox, making money and tools/services to manage it, available for simple monthly subscription fee so you can stream, share, sync it across accounts, devices, funding instruments, friends or family . Our mission is to help our users demystify their finances, maximize their savings, participate in sustainable debt efforts and spend intelligently.
Responsibilities
- Answer customer queries in a positive and effective manner, via chat/e-mail and over the phone.
- Handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers.
- Serve our US customer base by providing product and finance service information and guiding them on the App or website.
- Perform both inbound service queries and outbound support for the collections process via phone.
- Own our customer experience journey across all inbound channels (intercom/email/phone) and social media platforms
- Be the voice of the customer in the leadership team working closely with product, marketing, and engineering teams to implement insights and product improvements to continuously improve customer experience.
- Participate in the product planning process to ensure that features requested by customers are prioritized and implemented.
- Adopt a data-driven approach to manage and iteratively improve customer experience
- Recruit, train, and build a world-class customer happiness team
- Establish metrics to measure team performance and coach team members to achieve/exceed performance parameters
Requirement:
- You’re a graduate/postgraduate with 2+ years of experience in customer service (International voice process)
- Excellent written and spoken English with strong conflict resolution and de-escalation skills.
- Ability to recognize, empathize and understand escalated customer sentiment.
- Experience handling a high volume of customer calls and emails.
- Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence
- Motivation to close communication gaps and provide meaningful feedback
- Must be a people person with the ability to drive and motivate team members to strive for excellence.
- Must be empathetic with a customer-oriented attitude while following a data-driven approach to customer service.
- Must be a Pro at processes and tools for customer support management and have experience in defining metrics and building processes to ensure adherence.
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