Customer Experience Associate

Who we are : We are reimagining financial products as consumer products, like Spotify or Netflix or Dropbox, making money and tools / services to manage it, available for simple monthly subscription fee so you can stream, share, sync it across accounts, devices, funding instruments, friends or family . Our mission is to help our users demystify their finances, maximize their savings, participate in sustainable debt efforts and spend intelligently.Responsibilities- Answer customer queries in a positive and effective manner, via chat / e-mail and over the phone.- Handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.- Follow communication procedures, guidelines, and policies- Take the extra mile to engage customers.- Serve our US customer base by providing product and finance service information and guiding them on the App or website.- Perform both inbound service queries and outbound support for the collections process via phone.- Own our customer experience journey across all inbound channels (intercom / email / phone) and social media platforms- Be the voice of the customer in the leadership team working closely with product, marketing, and engineering teams to implement insights and product improvements to continuously improve customer experience.- Participate in the product planning process to ensure that features requested by customers are prioritized and implemented.- Adopt a data-driven approach to manage and iteratively improve customer experience- Recruit, train, and build a world-class customer happiness team- Establish metrics to measure team performance and coach team members to achieve / exceed performance parametersRequirement : - You’re a graduate / postgraduate with 2+ years of experience in customer service (International voice process)- Excellent written and spoken English with strong conflict resolution and de-escalation skills.- Ability to recognize, empathize and understand escalated customer sentiment.- Experience handling a high volume of customer calls and emails.- Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence- Motivation to close communication gaps and provide meaningful feedback- Must be a people person with the ability to drive and motivate team members to strive for excellence.- Must be empathetic with a customer-oriented attitude while following a data-driven approach to customer service.- Must be a Pro at processes and tools for customer support management and have experience in defining metrics and building processes to ensure adherence.