Manager - Customer Service

Wibmo Inc.; Mumbai; On-site; INR 1,700,000 - 2,700,000; Full time

Job summary

PayU, a fintech group headquartered in Mumbai, seeks an experienced customer service professional for backend operations to ensure timely service delivery and accurate data handling. You will resolve customer issues through CRM/ticketing tools, own problems to resolution within defined TATs, and coordinate with cross-functional teams.

The role requires 8–10 years in backend operations and strong documentation skills.

Qualifications

• Bachelor’s degree in any discipline
• 8-10 yrs experience in backend operations, Customer service
• Strong written communication and documentation skills
• Proficiency with CRM / ticketing tools ( salesforce , Zendesk, Freshdesk etc)
• Excellent attention to detail, time management and problem-solving abilities
• Ability to multitask and work under minimal supervision

Responsibilities

• Handle customer requests, escalations and queries through internal systems (email, CRM, ticketing tools)
• Take ownership of customers issues and follow problems through to resolution as per defined TATs
• Coordinate with cross functional teams for issue resolutions.
• Maintain high accuracy and compliance with service level agreements (SLAs) and internal SOPs
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Analyze recurring issues and provide feedback for process improvements
• Ensure compliance across Functions.

Skills

CRM / ticketing tools

Written communication

Attention to detail

Time management

Problem solving

Education

Bachelor’s degree

Tools

Salesforce

Zendesk

Freshdesk

Job description

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Industry Type - NBFC / Fintech / Banking Domain

Role Overview :

Seeking a detail oriented and proactive individual to join our Customer Service team. The role involves managing backend processes that ensures smooth service delivery, accurate data handling and timely issue resolution for customers

Key Responsibilities

• Handle customer requests, escalations and queries through internal systems (email, CRM, ticketing tools)
• Take ownership of customers issues and follow problems through to resolution as per defined TATs
• Coordinate with cross functional teams for issue resolutions.
• Maintain high accuracy and compliance with service level agreements (SLAs) and internal SOPs
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Analyze recurring issues and provide feedback for process improvements
• Ensure compliance across Functions.

Required skills & qualifications

• Bachelor’s degree in any discipline
• 8-10 yrs experience in backend operations, Customer service
• Strong written communication and documentation skills
• Proficiency with CRM / ticketing tools ( salesforce , Zendesk, Freshdesk etc)
• Excellent attention to detail, time management and problem-solving abilities
• Ability to multitask and work under minimal supervision

What we offer?

A positive, get-things-done workplace

A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this).

Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale.

Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity).

About us:

PayU specializes in credit products and services for emerging markets across the globe. Headquartered in Mumbai, PayU Credit India has disbursed about 20 billion loans to date by volume and has disbursed more than $280 million in consumer credit. PayU Credit provides consumers with easy access to affordable short-term loans up to INR 5 lacs that can be availed in the form of personal loans, point of sale EMI and express loans. Lead by Prashanth Ranganathan, the company has been focusing on providing innovative solutions that make access to credit convenient as well as quick. PayU India entered the alternate lending business in 2017 with LazyPay, its buy-now-pay-later offering to provide consumers with convenient checkout options. It emerged as one of the most popular payment methods across 300+ renowned merchants in its network like Swiggy, Zomato, Samsung, Dunzo, GoAir, amongst others. Recently the company launched ‘LazyPay Credit Shield’ an end to end digital lending features that help its users to be mindful of their financial health and credit score and automates the entire process of disbursal. Riding on the success of the offering in 2018, PayU received RBI’s approval to operate as an NBFC in 2018. PayU acquired a stake in PaySense in January 2020 to accelerate its vision for credit in India and leverage AI & ML to build a full-stack digital lending platform in India. PayU in its next phase of growth is developing a full regional fintech ecosystem providing multiple digital financial services in one integrated experience

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.

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