Customer Experience Associate

Job Description

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 parameters Requirement: You’re a graduate/postgraduate with 2+ years of experience in customer service 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 chats. 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. Show more Show less