Key Responsibilities

• Communicate effectively with users via chat, email, and phone within the expected turn-around time. The primary language of communication will be English; proficiency in other languages is a bonus.
• Acknowledge and resolve all customer queries, complaints, and issues, ensuring a positive customer experience at every touchpoint.
• Liaise with other departments to escalate and communicate users' problems, ensuring swift resolution and timely updates to customers.
• Maintain a positive, empathetic, and professional attitude toward customers at all times, demonstrating a commitment to excellent service.
• Develop a deep understanding of the company's products and services, staying updated on any changes or new features that may impact customer support.
• Capture and document user feedback accurately and pass it on to the relevant team to help drive improvements in products and services.
• Ensure high levels of customer satisfaction by consistently delivering quality support and fostering positive interactions with users.
• Collaborate with relevant departments to understand all processes within the company (e.g., Niyo processes), enabling a seamless resolution of issues.
• Meet and exceed Service Level Agreements (SLAs) by responding to inquiries on time and maintaining high customer satisfaction ratings.
  
  

Work Timings

• We provide 24/7 support to all our customers. Your work timings will depend on the roster that is created for you.
• You will be required to work 9-hour shifts, with rotational weekly holidays.
  
  

Work Location:

• You will be required to work from our Bangalore office (Sigma Technology Park, Varthur Rd, Phase 2, Whitefield, Bengaluru, Karnataka 560066).
• This is not a remote role.
  
  

About Company: We are a fintech startup based out of India which specializes in various payment solutions. It's supported by well-known VCs like Horizon Ventures, Social Capital, Johnathon Soros Fund, and Prime Ventures. One of our recent product offerings is the 'Niyo Global Students Card' powered by Visa. This is one of its kind cards for young Indian students traveling abroad for studies/leisure.