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Social Media Escalation

3 months ago

Bengaluru, India Epifi 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’.

Roles and Responsibilities

Own FOIKs (First of it’s kind issue types) resolution, tickets to be assigned to a group based on product categories Work with internal/ external partners for issue resolution Work with process excellence POC for inputs & get the Guru Card & SOP created/ updated from the Partner POC.Analyze and create governance procedures to identify root causes and implement preventive measures.

Preferred Skills

Problem Solving: Data analysis using Excel / working with dashboardsIssue handling Working on issue resolution with internal & external partners Outcalling customers for data/ consent/ information collection Good communication skills: Good speaking & writing skills both in Hindi & English Conceptual understanding of negotiations, root cause analysis and SLA breach elimination. Stakeholder management: working with stakeholders/ POCs for issue resolution  Tools to be handled: Sherlock, Freshdesk, Ozonetel, Guru

Key requirements for the role

Minimum 3 years of experience in the CX domain/ ops Ownership driven mindset, drive to solve problems end to end collaboratively Team Player, expected to prioritize team goals & objectives Approaches CX from a customer oriented mindset Ability to solve problems without existing knowledge/ solutioningEscalations handling would be an added advantage Selection process & timelines :  Once we have your application, our Talent team will review and reach out if we find your profile/portfolio suited for the current requirements. Expect at least 3 rounds to assess your articulation & communication, general aptitude, attitude and team fitment. You will be quizzed for your role-related knowledge and general cognitive ability.We aspire to create an inclusive culture of diverse people not just because it's the right thing to do but because heterogeneity inspires us and is more fun We employ people solely on merit and do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.