Sourcing and Screening Guidelines
- Prior Customer Support Experience in trading firm preferred
- Strong Inter-personal Skills
- Familiarity with CRM Systems
- Ability to efficiently multi-task.
- High School Diploma (or equivalent), College Degree preferred.
- Candidate should have knowledge of Banking and Finance (Crypto preferred).
- Candidate from similar background is preferred.
- Candidate has to work in Rotational shifts
Duties and Responsibility
Customer Success Expert
Customer success specialists are the first line of communication between us and our customers. When customers have a question about the product/service, they reach out to the support department for a solution. Our success experts are ready with all the knowledge and training about the product/platform to deliver a positive experience for customers.
Few of the tasks that are involved in this role are to :
- Determining the cause of problems, explaining the best solution for each problem and following up to ensure prompt resolution of each query.
- Manage Customer Queries through Social Media, Email, Chat, and Phone.
- Manage our Telegram community and experience.
Develop Support Infrastructure
- Compile customer satisfaction and query management reports to analyze the health of the entire support department.
- Refine existing processes to streamline support resolution and bring in a positive change.
- Recommending Product or Service upgrades to management based on reports and interaction with customers.
- Strategize ways to streamline discussions and engagement on Telegram.
- End to End responsibility for INR transactions.