Customer Resolution Expert

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.