Customer Experience Officer

Niyo; Bengaluru; On-site; INR 279,000 - 469,000; Full time

Job summary

Niyo, a Bangalore-based fintech startup, seeks customer support associates to help us provide exceptional service across chat, email and phone. You will resolve queries, empathize with customers, and collaborate with other departments to ensure timely solutions.

Excellent English communication, strong listening and problem-solving skills, and a willingness to learn will help you thrive. Freshers are welcome and training is provided.

Qualifications

• Bachelor’s degree or higher.
• Freshers considered or candidates from other backgrounds welcome.
• Excellent verbal and written English communication.

Responsibilities

• To communicate with users via chat, email, and phone within expected turn-around times (primarily in English).
• To acknowledge and resolve customer queries, complaints, and issues.
• To communicate users’ problems with other departments and ensure resolution.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Know our products thoroughly and stay updated with changes.
• Note user feedback and relay to relevant teams.
• Ensure high customer satisfaction.
• Collaborate with relevant departments to understand Niyo processes.
• Meet SLAs (timely responses, high satisfaction).

Skills

English proficiency

Interpersonal skills

Empathy

Communication

Problem-solving

Multitasking

Education

Bachelor’s degree

Job description

About Us

We are a Bangalore-based fintech start-up, and we are working towards making banking and investing simpler, smarter, and safer for our customers. Since

We currently operate in four major business segments:

• Niyo Bharat - We provide a zero balance prepaid salary card and a multilingual digital banking product for blue-collar workers.
• Niyo Global - We provide a zero forex markup travel card that you can use anywhere in the world.
• NiyoX - We provide a 2 in 1 saving cum investment app that offers you the best of both worlds (best interest rates, 0% commission mutual funds, 0 maintenance charges, and a host of exciting features).

We are seeking customer support associates that can help us continue providing exceptional customer support. We’re growing very rapidly, and we wish to bring you to our team to help us provide our customers with the best support -they deserve the best, and that’s what we strive for.

Job Profile

Your job responsibilities include, but are not limited to:

• To communicate with users via chat, email, and phone within the expected turn-around time (the communication will primarily be in English - Being good at other languages is a bonus).
• To acknowledge and resolve all customer queries, complaints, and issues.
• To communicate users’ problems with other departments and ensure that the problem is solved.
• To maintain a positive, empathetic, and professional attitude toward customers at all times.
• To know our products thoroughly, and keep yourself updated with all the changes that take place in them.
• To note any feedback provided by the user, and to pass it to the relevant team.
• To ensure high customer satisfaction
• To sit with the relevant departments to understand all Niyo processes.
• To ensure that you are meeting all our SLAs (responding in time, maintaining a high customer satisfaction rate, etc).

Job Requirements:

• High school diploma, general education degree (at least a bachelor’s degree) .
• Work experience in a customer support role is preferred but not mandatory (we are open to considering Freshers, or people with other backgrounds too).
• Excellent communication skills (verbal and written) - You should be proficient in English. Being proficient in more than one language is an advantage.
• Good listening skills and a high level of empathy - you should be willing to listen to the customers, understand their problems, and have the right attitude to help them.
• Good problem-solving skills - you should have the ability to quickly understand the problem, coordinate with the right people, and resolve the problem.
• Honesty and Commitment - acknowledge when you do not know something, learn about the product, about the processes, follow up whenever required, etc.
• Ability to multitask, learn from peers, and also take initiative.

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 (Delta Block, Sigma Technology Park, Varthur Rd, Phase 2, Whitefield, Bengaluru, Karnataka 560066).