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Customer Support executive
Customer Support executive

Customer Support executive at HOP Financial Services · Bengaluru (Bangalore) · 1 - 2 years · ₹3L - ₹4L / yr · Raised funding · Posted 30 Aug 2021

HOP Financial Services's logo

Customer Support executive

Shreya Dubey's profile picture
Posted by Shreya Dubey
1 - 2 yrs
₹3L - ₹4L / yr
Bengaluru (Bangalore)
Skills
Customer Support
Customer Service
Communication Skills
Corporate Communications

About Hop:


We are a London, UK based FinTech startup with a subsidiary in India. Hop is working towards building the next generation digital banking platform for seamless and economical currency exchange, with technology at the crux of it. In a technology driven era, many financial services platforms still lack the customer experience and are cumbersome to use. Hop aims at building a ‘state of the art’ tech-centric, customer focused solution.


moneyHOP is India’s first cross-border neo-bank providing millennials the ability to ‘Send’ & ‘Spend’ conveniently and economically across the globe using HOPRemit (An online remittance portal) and HOP app + Card (A multi-currency bank account).


This position is a crucially important position in the firm and the person hired will have the liberty to drive the product and provide direction in line with business needs.


Website: https://moneyhop.co/">https://moneyhop.co/



About Individual

 

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.

 

 

General Skills

  • Proven customer support experience
  • Track record of over-achieving quota
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • High school diploma or equivalent; college degree preferred

Day-to-Day requirements

  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Resolve customer complaints via phone, email, mail or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Place or cancel orders
  • Suggest solutions when a product malfunctions
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Handle changes in policies or renewals
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About HOP Financial Services

Founded :
2018
Type :
Products & Services
Size :
20-100
Stage :
Raised funding

About

Full-stack global banking solution for Indian millennials. Save, Invest, Borrow, and Spend with moneyhop.
Read more

Connect with the team

Profile picture
Shreya Dubey
Profile picture
Shreya Dubey

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