Job Description

Position: Customer Resolution Expert (FinTech)

Experience required: 1-3 years

Location: Bengaluru

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.