Process Associate

• Job title: Academic counsellor
  Salary package: upto 2.4LPA + incentives
  Job location: Banaswadi, Bengaluru
  Job role:
  Connecting with students, understanding their education background & aspirations,
  accordingly suggesting training & placements programs to the students.
  Qualification Eligibility:
  Graduates
• Minimum 1 year experienxce required

• Managing a team of representatives offering customer support.
• Overseeing the customer service process.
• Should be able to resolve queries over the calls or have experience in Outbound or Inbound process.
• Good to have experience in Service/Product Support.

About Us
Zupee is India’s fastest-growing innovator in real money gaming with a focus on predominant skill-focused games. Started by 2 IIT-Kanpur alumni in 2018, we are backed by marquee global investors such as WestCap Group, Tomales Bay Capital, Matrix Partners, Falcon Edge, Orios Ventures and Smile Group.

Know more about our recent funding: https://bit.ly/3AHmSL3
Our focus has been on innovating in the board, strategy and casual games sub-genres. We innovate to ensure our games provide an intersection between skill and entertainment, enabling
our users to earn while they play. We are at the cusp of scaling rapidly; we’ve only just begun!

Department: Customer Experience

Role: Customer Experience Executive
Location: We are location agnostic & operating in a hybrid model
Core Responsibilities

•  Resolve customers’ queries and issues through voice, email, social, social media channels following the defined process in specified timelines.
• Able to take Inbound calls/make Outbound calls for resolving real-time Customer queries, Customer retention, and offering certain marketing offers, etc.
• Meet the average response time along with productivity while ensuring you follow all quality parameters, SLA with 100% Customer satisfaction.
• To ensure all the customer queries/issues are being resolved on priority with clarity and promptness.

What are we looking for?

• Willing to work in rotational shifts and weeks off (24*7 environment). Initially, it will be 6 days (but will be changed to 5 days a week later).
• Must be proficient with Hindi, English & speaking another language will be an added advantage (Bengali, Gujarati, Kannada, Marathi).
• Should have a minimum of 1-3 years of work experience as a CX executive preferably in E-commerce, Consumer Tech, Hospitality, ITES, Gaming domain.
• Should have managed - Emails/Calls/Chat/Social Media queries.
• Ability to multi-task, and must have excellent communication skills.

Pre-assessment Test Link:- https://test.gclocked.com/?form=-Mo8QM9iPn3ELW56h6PQ" target="_blank">https://test.gclocked.com/?form=-Mo8QM9iPn3ELW56h6PQ

Headquartered in Bangalore, our client is the world's first cross-border neobank that focuses on credit and banking requirements of those migrating from India to the US. This revolutionary startup helps you apply for a bank account and a high-limit credit card with minimal documentation and absolutely no application fee while you are still in your home country.

The company is truly simplifying the financial world by making global financial products easily accessible to global citizens. Their mission is backed by tier 1 VCs and they have already raised in excess of 55 mn dollars within the last one year.

As a Customer Service Representative, you will be responsible for communicating with customers through various channels (email/chat/phone/social media reviews).

• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Actively listening to, promptly acknowledging and resolving customer inquiries and complaints
• Keeping records of customer interactions, transactions, comments and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process
• Keeping yourself updated on company products to effectively manage customer queries

Desired Candidate Profile

• Graduates/ MBA or equivalent
• 6 months to 3.5yrs of experience working in customer support roles
• Excellent verbal & written communication skills
• Willing to take ownership and grow
• Empathetic, organized, problem solver
• Active listener with the ability to stay calm when customer is stressed
• Open to work in shifts (rotational day and night shifts)

• Serves customers by providing product and service information and resolving product and service problems.
• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves 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, and following up to ensure resolution.
• Maintains financial accounts by processing customer adjustments.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.

Skills Required 

• Customer service
• Product knowledge
• Market knowledge
• Quality focus
• Problem-solving
• Documentation skills
• Phone skills
• Listening
• Resolving conflict
• Analyzing information
• Multi-tasking
• communication 
• Fluent English 

We are looking for an enthusiastic Customer Support Executive who possesses a strong drive for results. The ideal candidate should showcase the following skills - 

• Fluent communication skills in English and Hindi
• Proven customer support experience of 1-3 years
• Engaging with customers and earning their trust
• Building sustainable relationships with customers
• Patient, empathetic, self-motivated
• Experience with CRM and tool handling
• Bachelor's degree, preferably in Computer/IT Engineering
• Prior experience in Ed-tech platform is mandatory

Following are the day-to-day roles and responsibilities - 

• Making outbound calls to registered users, interacting with them, providing necessary information, and resolving any queries
• Taking inbound calls from customers to resolve any queries or complaints
• Accurately explaining all details of courses offered to parents and students
• Ensuring a smooth journey for customers, from registering to completing a demo session
• Ensuring maximum customer satisfaction
• Having inside-out knowledge of our product and course offerings
• Explaining technical subjects to customers with a non-technical background