Customer Support Associate_Inbound Voice Process

Job Description

About FloBiz FloBiz is a neobank for small & medium businesses that aims to accelerate the growth of their enterprises through technology. Founded in 2019 by IIT & BITS alumni, FloBiz is a fintech backed by renowned investors like Sequoia Capital India, Elevation Capital, Greenoaks Capital, Beenext and Think Investments. The same team also holds the credit of founding Koinex, Indias first & largest peer-to-peer crypto exchange. FloBiz is chasing the mission of digitisation to contribute to the building of an Aatmanirbhar Bharat by solving the most pressing problems of the Indian SMB sector. FloBiz launched its flagship product, myBillBook, in early 2020 and it has become one of the highest-rated business apps in India on the Google Play Store. About myBillBook myBillBook is Indias leading GST billing & accounting software with mobile, web app & native desktop offerings and runs on Android as well as iOS. myBillBook has been designed to aid SMB owners to conduct their operations from anywhere and anytime and provides a secure platform for business owners to record transactions & track business performance on the go. It is an ideal software for GST registered businesses where invoicing is one of the core business activities. Also, businesses looking to digitize their operations to understand their financial position better can use this software. It helps them create bills (GST & non-GST), record purchases & expenses, manage inventory and track payables/receivables directly from their mobile phones or computers. Also, the app generates 25 critical business reports that help business owners make effective business decisions. myBillBook is currently available in English, Hindi, Gujarati & Tamil. Currently, the app has been downloaded by over 6.5M SMBs across the country with over 10x growth in user base in the last 12 months alone. Even with such pace of adoption of the product, myBillBook continues to be the highest rated application in its category on Google Play Store. Expectation: We are looking for a hard-working, dedicated and passionate individual to join us as a customer service associate. You will be responsible for answering incoming calls and chats, resolving customer questions and complaints, importing datas of users, that means you would need to be proficient in MS excel and would need to have an eye for details or need to be focused. As a customer service associate, you should have an outgoing and positive demeanor, a motivated, energetic work ethic, and have a track record of working well with others in a team environment. Roles & Responsibilities: Answer incoming calls / Make outgoing calls as per requirement Management and resolve customer complaints Identify and escalate issues to respective Point of Contact / in respective channel Provide product and service information to customers Research required information using available resources Research, identify, and resolve customer complaints using applicable software Route calls to appropriate resources Document all call information according to standard operating procedures Recognize, document, and alert the management team of trends in customer calls Follow up on customer calls where necessary Requirements: Must know Tally software 1-3 years of experience in a call center environment Knowledge of customer service practices and principles Excellent typing skills Superior listening, verbal, and written communication skills Ability to handle stressful situation appropriately LANGUAGES MANDATORY: English Hindi Regional language (preferred) Location: Bommanahalli , HSR Layout