What You Will Do:

Resolve customer queries in a timely manner to ensure the best customer experience. Handle customer inquiries via email, chat, and phone while adhering to customer support guidelines for correct resolution.

• Respond to customer queries via email, chat, and chat and resolve them efficiently to ensure customer satisfaction.

• Maintain a high level of professionalism while interacting with customers to build trust and resolve issues.

• Ensure that customer queries are handled within the stipulated timeframe to meet the Service Level Agreement (SLA).

• Collaborate with the business team to resolve complex customer issues and provide timely updates.

• Communicate effectively with customers to ensure customer satisfaction and build trust.

• Utilize available resources and knowledge to resolve customer queries efficiently and effectively.

• Stay up to date with industry trends and emerging trends to improve customer support processes and ensure customer satisfaction.

• Develop and maintain relationships with key stakeholders, including customers and internal teams, to ensure seamless communication and issue resolution.

• Analyze customer feedback and suggestions to identify areas for improvement and implement improvements to enhance customer satisfaction.

• Collaborate with internal teams, including customer support, business, and operations, to ensure seamless communication and issue resolution.

• Provide regular updates and insights on customer support activities to senior management to ensure that customer needs are met.

What You Will Need:

To excel in this role, you will require 2-5 years of experience in customer support, fintech, email process, chat process, escalation, L2 escalation, or a related field within the customer support industry.

• 2-5 years of experience in customer support, fintech, email process, chat process, escalation, L2 escalation, or a related field within the customer support industry.

• Excellent verbal and written communication skills to effectively convey information and build relationships.

• Strong analytical skills with exceptional problem-solving abilities to handle complex customer issues.

• Excellent interpersonal skills to build trust and build relationships with customers and internal teams.

• Ability to work independently and collaboratively in a fast-paced environment to meet customer needs and achieve business goals.

• Strong business acumen and understanding of the customer support industry to provide effective solutions and guidance.

• Excellent time management skills to handle multiple customer issues and tasks simultaneously to meet SLAs and business goals.

• Ability to analyze complex customer issues and provide effective solutions to meet customer needs.

• Excellent computer skills with knowledge of customer support software and tools to efficiently handle customer issues and tasks.

Good to Have:

Experience in FinTech or a fintech background, with a strong understanding of fintech and its operations to provide effective solutions and guidance.

• Experience in FinTech or a fintech background to provide effective solutions and guidance.