ZestMoney
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Roles and Responsibilities
As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touchpoints (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure closure and recovering a customer’s experience.
- Tracking all Customer complaints/escalations in real-time.
- Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly, and assure a timely resolution.
- Coordinate and follow up internally for an end-to-end closure on each complaint handled.
- Proactively escalate cases that are about to breach standard TAT.
- Work on RCAs (Root Cause Analysis), of complaints, handled, to facilitate process improvement internally.
- Liaison with team members and team leads on a regular basis.
- Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.
- Adhere to compliance policies.
Required Skills & Experience
- A strong Customer-centric approach.
- Can work under pressure and handle difficult conversations.
- Can understand problems clearly.
- Ownership and solution-oriented approaches should understand and deliver end-to-end resolutions.
- A team player can coordinate and liaise with internal and other departments seamlessly.
- Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.
- Academic Qualifications- Bachelor’s Degree preferred or equivalent experience considered.
- 1 -2-year experience in customer service (or related fields), fresher’s can be considered who matches above criteria.
Preferred Skills
- Background in customer service, escalations/complaints handling, social media handling.
- Experience in email handling, inbound calls.
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At Zobaze, we're not just developing apps; we're crafting the future of SMEs worldwide. Our quest to become the premier business utility app drives us to deliver revolutionary solutions like Zobaze POS and Restokeep. These tools don't just manage business—they propel it, enabling owners to monitor everything from sales to staff performance with unparalleled ease and efficiency.
With a remarkable footprint spanning 192 countries and over 2 million downloads, our apps have already generated 100 million receipts, evidencing our substantial global impact.
As a 100% bootstrapped company, our journey from inception to cash-positive operations exemplifies our dedication and resilience. We stand as a beacon of innovation and sustainability in the SME sector.
🤑 Funding
We are proud to be cash flow positive and have not yet tapped into VC funding, setting us apart from 99% of startups. This financial stability allows us to invest in our team's growth through a robust ESOP pool.
Securing funding will further accelerate our growth. Joining our team now offers a unique opportunity to create significant value, especially before our fundraising efforts take off.
⚠️ Before you apply
If you're looking for a standard 9-5 job, we are not a match. However, if you seek an exceptional learning curve, exposure to multiple verticals, and the opportunity to help establish processes that will propel our growth, we encourage you to apply. Our journey is dynamic, requiring flexibility and adaptability to changing needs.
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