CX Associate

Skydo Technologies; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Skydo Technologies in Bengaluru seeks a Customer Experience Associate/Senior Associate to join the CX team. You will be the primary contact for clients, addressing cross-border payment inquiries and resolving issues to uphold our customer obsession.

Join a collaborative environment where you will work with cross-functional teams, generate MIS reports, and help develop training materials to improve service delivery and client satisfaction.

Qualifications

• Bachelors degree in business, finance, engineering or related field.
• 2–4 years in a customer support role, fintech preferred.
• Exceptional communication to convey complex concepts clearly to technical and non-technical audiences.
• Proven track record of high-quality customer service and managing client relationships.
• Detail-oriented with strong problem-solving and analytical abilities.
• Strong ability to generate and interpret MIS reports.
• Proficient with Microsoft Office, ticketing and CRM software.
• Fluency in English and Hindi required; additional languages a plus.

Responsibilities

• Serve as primary contact for cross-border payment inquiries, escalations, and issue resolution.
• Provide timely assistance via phone, email, and chat.
• Collaborate with tech, operations, product, and compliance to resolve issues.
• Identify opportunities to enhance the client experience and streamline support processes.
• Maintain knowledge of products, services, and regulations to guide clients.
• Assist in development of support documentation and training materials.
• Generate MIS reports to track key operational metrics.

Skills

Communication

Problem Solving

MIS Reporting

Analytical Skills

CRM & Ticketing

MS Office

English & Hindi

Cross-functional

Education

Bachelor's degree

Tools

CRM software

Ticketing systems

Job description

Job Description: Customer Experience Associate

Skydo is looking for a Customer Experience Associate / Senior Associate to join our Customer Experience team. This role will report to the Head of Customer Experience and will be responsible for embodying our customer obsession. Join us in delivering unparalleled service and support, ensuring every interaction reflects our dedication to customer satisfaction.

Role & responsibilities

• 1. Serve as the primary point of contact for clients regarding cross-border payment inquiries, escalations, and issue resolution.
• 2. Provide timely and accurate assistance to clients via phone, email, and chat channels, addressing their queries and concerns effectively.
• 3. Collaborate closely with internal teams, including tech, operations, product, and compliance, to resolve complex client issues and improve overall service delivery.
• 4. Proactively identify opportunities to enhance the client experience and streamline support processes.
• 5. Maintain comprehensive knowledge of our products, services, and industry regulations to effectively support clients and provide informed guidance.
• 6. Assist in the development of support documentation, training materials, and knowledge base articles to facilitate client self-service and internal training initiatives.
• 7. Generate daily Management Information System (MIS) reports to track key operational metrics and performance indicators.

Qualification & Skills

• 1. Bachelors degree in Business Administration, Finance, Engineering or a related field.
• 2. 2-4 years of experience in a customer support role, preferably within the financial services or fintech industry.
• 3. Exceptional communication skills, with the ability to articulate complex concepts clearly and concisely to both technical and non-technical audiences.
• 4. Proven track record of delivering high-quality customer service and effectively managing client relationships.
• 5. Detail-oriented with excellent problem-solving and analytical abilities.
• 6. Strong analytical skills with the ability to generate and interpret MIS reports.
• 7. Proficiency in Microsoft Office Suite, Ticketing and CRM softwares.
• 8. Fluency in English and Hindi is mandatory. Proficiency in additional regional languages is considered a strong asset.