Customer Support Expert

2 weeks ago

Goregaon East Mumbai Maharashtra, India Bizaccenknnect Pvt. Ltd. Full time

**Profile** - Member Success Specialist ( Customer Support )

**Experience** - 1 - 3 Years
- Must having Fintech support experience
- Must having excellent communication skill.

**Qualification** - Any Graduate / Post Graduate

**Location** - Goregaon East, Mumbai

**Skills Required -**
- Collaborative and result oriented
- Structured approach of thinking and execution
- Excellent communication and interpersonal skills
- Excellent written and verbal communication skills and strong command over English language
- Problem solving ability with strong solution orientation
- Ability to synthesize member feedback and share it with the team

**Responsibilities -**
- Guiding members through account set-up, product queries, transaction issues and any other challenges they may face.
- Educating members on our tools and features to enhance adoption and retention
- Collaborating with the rest of the team on new member-centric initiatives
- Attending to issues faced during the member lifecycle
- Delivering a ‘WOW’ member experience every time
- Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required
- Address member complaints in a compassionate and patient manner
- Strive to achieve high member satisfaction by going above and beyond
- Motivate and encourage members across the member journey to maximize member satisfaction. Identify any concerns by asking relevant questions and escalating to management/other teams where necessary
- Continuously improve the member support process using insight into the overall experience, tracking feedback, and providing such in a team meeting. Work on ensuring quick response time, and ensure a stellar member experience.
- Proactively review the user journey, find and work upon areas of improvement.
- Taking a consultative approach to helping members overcome issues and achieve goals to provide them with a 7-star experience
- Overseeing the entire member lifecycle from onboarding right through to enabling business success for members.

Regards

Pay: ₹30,000.00 - ₹40,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift

**Education**:

- Bachelor's (required)

**Experience**:

- total work: 2 years (required)
- Customer service: 1 year (required)
- Fintech Industry: 1 year (required)

**Language**:

- English (required)

Work Location: In person

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