Customer Support Representative

Neu Money, Inc.; Kolkata District; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Neu Money, Inc. in Kolkata seeks a Customer Support Specialist to champion customer inquiries via phone, email and other channels, upholding high service standards.

You will handle questions about applications, products and payments, while adhering to SLAs, documenting issues, and contributing to continuous improvement. Remote role with EST hours.

Ideal candidates have 3+ years in customer support, excellent English, and a passion for helping customers achieve financial empowerment.

Formación

• 3+ years of recent customer support or call centre experience.
• Excellent command of the English language.
• Strong empathy, kindness, and patience with customers.
• Outstanding interpersonal and communication skills.
• Comfortable in a startup/FinTech environment.

Responsabilidades

• Address customer inquiries across phone, email, and other channels.
• Adhere to SLAs and KPIs.
• Identify and document issues affecting customers.
• Assist with updating training materials and knowledge base.
• Participate in team meetings and coaching sessions.
• Support additional projects as needed.

Conocimientos

Customer support

English proficiency

Empathy

Communication

Call center experience

Multitasking

Herramientas

Freshdesk

Intercom

Zendesk

Descripción del empleo

Company DescriptionNeu Money is dedicated to empowering individuals to build credit in a supportive and transparent manner, ensuring access to fair financial opportunities. The company is on a mission to create tools that help people achieve financial stability and growth, regardless of their background or financial history. With a diverse, global team spanning multiple continents, Neu Money is committed to fostering an inclusive environment for both its customers and employees. Join Neu Money in redefining credit-building as an opportunity for all, not an obstacle, and help shape the future of financial empowerment.

Company: Nuovosoft Services Private LimitedLocation: KolkataEmployment Type: Full-timePosition OverviewNeu Money, Inc. is seeking a Customer Support Specialist to serve as a champion for our customers. The customer support team handles customer inquiries regarding application questions, product questions/issues, payment questions, and more. Neu Money, Inc.’s support team is known for its high standards of care for its customers and its stark difference from the service that major credit card companies provide to their customer base. We don’t see our customers as just a number, we instead see them, validate them, and value them as the excellent humans that they are. If that sounds like a mission you want to be a part of, continue reading below!Key responsibilities include directly handling customer interactions by phone/email/other channels, upholding support standards, identifying and documenting issues, and actively contributing to continuous improvement to help continue our growth towards scale.

Responsibilities:

• The primary responsibilities for this position are as follows:Address customer inquiries efficiently and effectively across all support channels, ensuring high standards of service are maintained at all times.
• Adhere to established service level agreements (SLAs) and key performance indicators (KPIs).
• Identify and ... (i.e. death of account holder, personal information change, fraud, violation of terms of service, blocked card/account, potential complaints, etc.).
• Calmly and effectively interact with customers when complex or difficult situations arise.
• Contribute to the regular review and update of training materials, knowledgebase articles, and communication templates (macros).
• Participate in weekly team meetings and coaching sessions.
• Assist with any other projects and responsibilities as assigned.

Minimum Requirements & Skills:

• The individual hired for this role will possess the following qualifications:
• Excellent command of the English language.
• A minimum of 3 years of recent customer support/call centre experience.
• Strong sense of empathy, kindness, and patience while also able to politely stand firm when necessary (especially during difficult customer interactions).
• Outstanding interpersonal and communication abilities.
• Comfortable in a call centre environment where the majority of each day consists of taking calls and responding to emails each day.
• Drive to help people new to credit understand and achieve success with their finances.
• Previous experience using customer support helpdesk tools/softphones such as Freshdesk, Intercom, Zendesk, etc.
• Comfortable with the ambiguity of a startup environment (each day is different).
• Ability to handle stressful situations.
• Flexibility to manage multiple tasks & projects simultaneously.
• Willingness to learn and become a product expert.
• Open to regular feedback and growth opportunities.
• Startup/FinTech experience is a major plus!

Location & Hours:

Location:Kolkata

This is a remote role.Working hours: Monday through Saturday, 10:00 AM – 7:00 PM EST (U.S.).