Customer Resolution Expert

20 hours ago

Bengaluru, Karnataka, India KreditBee Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Position: Customer Resolution Expert  (FinTech)

Experience required: 1-3 years

Location: Bengaluru

Job Summary:
As a L2/L3 Support  in our Customer Support team, you will be responsible for resolving complex customer issues and complaints that have been escalated beyond the initial support level. You will serve as a point of contact for customers who require additional assistance and ensure that their concerns are addressed promptly and effectively.
Responsibilities:
  • Act as the primary point of contact for escalated customer issues, I-Rated Customer issues and complaints.
  • Investigate and analyze escalated cases to understand root causes and develop effective solutions.
  • Collaborate with internal teams, including Technical Support, Sales, and Operations, to resolve customer issues promptly.
  • Communicate with customers in a professional and empathetic manner to de-escalate situations and provide satisfactory resolutions.
  • Maintain detailed records of escalated cases, including customer interactions, actions taken, and resolutions achieved.
  • Provide feedback to management on recurring issues and suggest process improvements to prevent future escalations.
  • Monitor customer satisfaction metrics and take proactive measures to address any negative feedback or trends.
  • Stay updated on product features, updates, and industry trends to better assist customers and address their concerns.
Requirements:
  • Bachelor's degree in Business Administration, Communications, or related field preferred.
  • Proven experience in a customer support role, with a focus on handling escalations.
  • Excellent communication skills, both written and verbal, with a strong ability to convey empathy and understanding.
  • Strong problem-solving skills and the ability to think critically under pressure.
  • Ability to remain calm and composed in high-stress situations and effectively de-escalate customer issues.
  • Experience working with CRM software and ticketing systems preferred.
  • Ability to work collaboratively with cross-functional teams to achieve common goals.
  • Flexibility to work shifts, including evenings, weekends, and holidays, as needed. 

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