Associate Support Manager (Fraud Detection & Risk Intelligence)

Drive Capital; Gurugram District; On-site; INR 223,200 - 390,600; Full time

Job summary

Drive Capital is seeking a Customer Service Representative in Gurugram, India, to provide 24/7 online support and ensure exceptional service quality. Responsibilities include addressing inquiries via various channels, maintaining product knowledge, and collaborating with cross-functional teams. Ideal candidates have 1-3 years of experience in customer service, strong communication skills, and proficiency in Google and Office Suites. Drive Capital fosters a supportive environment welcoming applicants from diverse backgrounds.

Qualifications

• 1–3 years of customer service experience.
• Ability to multitask and adapt to new policies and procedures.
• Proficiency in proofreading/editing text.

Responsibilities

• Ensure the highest level of service in every interaction.
• Maintain in-depth knowledge of the company’s products.
• Work closely with a cross-functional team.

Skills

Customer service experience

Strong analytical abilities

Interpersonal, verbal, and written communication

Education

Associate's or Bachelor's degree

Tools

Google Suite

Office Suite

Adobe Acrobat

Job description

Opportunity

The purpose of this role is to ensure the efficiency of the department and provide 24/7 online support via chat methods, standard support chats—live, email and internal sales QIO, and all other standard support inquiries and standard support for customers and team members. This can include training, troubleshooting, and process implementation, as well as daily resolution of more complex customer inquiries or issues. The role may require working outside of regular work hours (e.g., evenings, weekends, and/or some holidays).

What you will be doing everyday

Customer Service Excellence

• Demonstrate a customer-first approach by ensuring the highest level of service in every interaction with internal stakeholders.
• Answer and action inquiries and live chats through various channels (e.g., email, chat, phone, etc.).
• Continuously strive to improve the customer experience by providing appropriate solutions and guidance.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.

Product Knowledge

• Maintain in-depth knowledge of the company’s products and services to provide accurate information and support.
• Stay updated with new product releases, features, and company policies.
• Ensure compliance with company policies, procedures, and regulatory requirements in all customer interactions.
• Maintain confidentiality of customer information and adhere to data protection regulations.

Team Collaboration & Communication

• Work closely with a cross-functional team to ensure timely execution of all tasks.
• Take ownership of assigned tasks and projects ensuring they meet established standards and deadlines.
• Proactively report any issues, suggestions or challenges and seek guidance if necessary to ensure task completion and process improvement.

Training & Development

• Maintain up-to-date knowledge of new processes, systems and best practices in education credentials.
• Participate and complete all training programs ensuring continuous development of skills and knowledge relevant to the role.
• Meet or exceed performance metrics and KPIs related to response times, resolution rates, customer satisfaction scores, and quality of service.

What you bring to the table

• Previous roles in customer service, whether in retail, call centers, or other service-oriented industries, including direct interaction with customers, handling inquiries, and resolving issues.
• Experience in administrative roles can be advantageous, as it often involves managing information, documentation, and coordination, skills that can translate well into customer support.
• 1–3 years of customer service experience.
• An associate's or Bachelor's degree is an asset.
• Ability to deliver information correctly and precisely.
• Ability to listen to, understand and answer questions.
• Experience using Google and Office Suites, Adobe Acrobat, etc.
• Strong analytical abilities, detail-oriented, high level of accuracy and ability to maintain confidentiality.
• Adept researching, investigating and problem-solving capabilities.
• Aptitude for prioritizing tasks.
• Exceptional interpersonal, verbal, and written communication skills.
• Proficiency in proofreading/editing text to ensure spelling and grammatical correctness.
• Able to work in a collaborative, teamwork environment.
• Able to multi-task and shift roles as per the need/requirement for the day to meet deadlines.
• Able to adapt to new policies and procedures.
• Good knowledge of customer service standards.
• Ability to assess employees.
• Excellent organizational skills.

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