Customer Resolution Expert

KreditBee; Bengaluru; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

A leading FinTech company is seeking a Customer Resolution Expert to join their support team in Bengaluru. In this role, you will handle escalated customer issues, ensuring effective resolutions and maintaining high customer satisfaction. The ideal candidate will possess strong communication and problem-solving skills, with relevant experience in customer support.

Qualifications

• 1-3 years in a customer support role handling escalations.
• Excellent verbal and written communication skills.
• Experience with CRM software and ticketing systems preferred.

Responsibilities

• Resolve complex customer issues and complaints.
• Collaborate with internal teams for escalated issues.
• Maintain detailed records of customer interactions.

Skills

Problem-Solving

Communication

Empathy

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

CRM software

Ticketing systems

Job description

Position: Customer Resolution Expert (FinTech)

Experience required: 1-3 years

Location: Bengaluru

Job Summary:

As a L2/L3 Support in our Customer Support team, you will be responsible for resolving complex customer issues and complaints that have been escalated beyond the initial support level. You will serve as a point of contact for customers who require additional assistance and ensure that their concerns are addressed promptly and effectively.

Responsibilities:

• Act as the primary point of contact for escalated customer issues,I-Rated Customer issues and complaints.
• Investigate and analyze escalated cases to understand root causes and develop effective solutions.
• Collaborate with internal teams, including Technical Support, Sales, and Operations, to resolve customer issues promptly.
• Communicate with customers in a professional and empathetic manner to de-escalate situations and provide satisfactory resolutions.
• Maintain detailed records of escalated cases, including customer interactions, actions taken, and resolutions achieved.
• Provide feedback to management on recurring issues and suggest process improvements to prevent future escalations.
• Monitor customer satisfaction metrics and take proactive measures to address any negative feedback or trends.
• Stay updated on product features, updates, and industry trends to better assist customers and address their concerns.

Requirements:

• Bachelor's degree in Business Administration, Communications, or related field preferred.
• Proven experience in a customer support role, with a focus on handling escalations.
• Excellent communication skills, both written and verbal, with a strong ability to convey empathy and understanding.
• Strong problem-solving skills and the ability to think critically under pressure.
• Ability to remain calm and composed in high-stress situations and effectively de-escalate customer issues.
• Experience working with CRM software and ticketing systems preferred.
• Ability to work collaboratively with cross-functional teams to achieve common goals.
• Flexibility to work shifts, including evenings, weekends, and holidays, as needed.