Line Financial - Associate - Customer Experience (2-6 Yrs) Anywhere In India/Multiple Locations (After-Sales/Customer Service)

About The Role:- Answer customer queries in a positive and effective manner, via chat/e-mail and over the phone.- Handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.- Follow communication procedures, guidelines, and policies- Take the extra mile to engage customers.- Serve our US customer base by providing product and finance service information and guiding them on the App or website.- Perform both inbound service queries and outbound support for the collections process via phone.- Own our customer experience journey across all inbound channels (intercom/email/phone) and social media platforms- Be the voice of the customer in the leadership team working closely with product, marketing, and engineering teams to implement insights and product improvements to continuously improve customer experience.- Participate in the product planning process to ensure that features requested by customers are prioritized and implemented.- Adopt a data-driven approach to manage and iteratively improve customer experience- Recruit, train, and build a world-class customer happiness team- Establish metrics to measure team performance and coach team members to achieve/exceed performance parametersRequirement :- You re a graduate/postgraduate with 2 years of experience in customer service- Excellent written and spoken English with strong conflict resolution and de-escalation skills.- Ability to recognize, empathize and understand escalated customer sentiment.- Experience handling a high volume of customer chats.- Flexibility and willingness to grow by building on existing knowledge and consistently striving for e xcellence- Motivation to close communication gaps and provide meaningful feedback- Must be a people person with the ability to drive and motivate team members to strive for excellence.- Must be empathetic with a customer-oriented attitude while following a data-driven approach to customer service.- Must be a Pro at processes and tools for customer support management and have experience in defining metrics and building processes to ensure adherence. (ref:updazz.com)

Payroll Type : Permanent