Customer Support Representative

**Customer Support Representative (Experienced) at Ava Finance**

**About Us**

The financial system isn’t built to help most people. It works against you, with complicated rules and hefty penalties. That’s why we made Ava. We’re on a mission to level the playing field and help Americans keep more of their money.

We’ve been working together on this journey for over 2 years and have the backing of top-tier investors like Greylock, Firebolt & Precursor. These are the same investors that backed companies like Square, Affirm, Stripe, and PayPal.

**About the Role**

A Customer Support Executive will provide support related to product/services information, answer queries, and resolve/escalate any emerging problems that our customers might face with accuracy and efficiency.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

**We are looking for an experienced Customer Support Executive to provide excellent customer service and to promote this idea throughout the departments. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations while meeting hourly, weekly and monthly targets.**

**MUST have exceptional English language skills, written and verbal. The schedule will be occasional work from home and in office.**

**Responsibilities**
- Contribute towards plans for team activities to include strategy to achieve agreed targets
- Assist with preparation and agreement of individual action plans and targets for all team members
- Set an example for team members of commitment, customer service activities, work ethics and habits and personal character
- Maintain accurate records
- Adhere to all company policies and procedures
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Manage resources and utilize assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow according to priorities
- Knowledge of required software, platforms and US financial institutes
- Maintain confidentiality of customer data

**Requirements and Skills**:

- Proven working experience as a Customer Service Executive, preferably in Fintech
- Highly fluent in English
- Excellent oral and written communication, accurate typing with speed
- Knowledge of customer support metrics with at least 5 years experience in Customer Support, preferably in a call center environment
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases and tools
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Ability to learn and work with company software

Send us your resume today to boost your career

Pay: ₹40,000.00 - ₹50,000.00 per month

**Benefits**:

- Flexible schedule

Schedule:

- Evening shift
- Night shift
- Rotational shift

Ability to commute/relocate:

- Jalandhar, Punjab: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- Are you able to report amenably and responsibly to management?
- Do you have customer support or customer service experience? If so, how many years?

**Education**:

- Bachelor's (required)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (required)

Shift availability:

- Night Shift (required)
- Overnight Shift (required)