Cx- Escalation

2 weeks ago

Bengaluru Karnataka, India Epifi Technologies Full time

**Who we are**:Fi is a money management app that listens to your needs, understands your wants, and gently nudges you to achieve your financial goals. On the inside, we’re a deep-tech startup that’s building a highly innovative and secure financial hub for a digital-first generation.

**Why you should work with us**:We are about doing the right thing always, both for our team and our users. We are a positive, transparent and inclusive community, celebrating success together, encouraging bias for action and individual brilliance. We are ambitious and want everyone thinking ‘impact and growth’.

**Key skills required**:
- Good typing speed & accuracy: Ability to comprehend what the user is sayingIssue handlingReplying to the user using the internal tools & SOPSAbility to decide which issue to escalate & which to resolve on first contact
- Good communication skills: Good speaking & writing skills both in Hindi & English.
- ** Negotiation skills, Root cause analysis and Stakeholder management**:

- Note: Tools to be handled: Sherlock, Freshdesk, Ozonetel, Guru

**Key requirements for the role**:
- Minimum 2 years of experience in the CX domain/ ops
- Ownership driven mindset, drive to resolve issue on first contact itself rather than flip
- Team Player, intent to fill in for a peer agent in case of an emergency/ critical situation
- Approaches CX from a customer oriented mindset

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