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SME (L2 Support)- Customer Experience
Fi Money, India
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Apr 3, 2023
Last Date
May 3, 2023
Location(s)
Job Description
About epiFiWho we are:Simply put, a neo-banking startup for digital natives. Our mission is to help our users demystify their finances, maximize their savings and spend intelligently. We are building a highly secure ‘hub’ - a savings account that allows you to consolidate your finances in a single intuitive view.
Who we’re looking for: Exceptional, innovative people! Passionate about delightful user experiences, clear about doing the right thing and hungry to impact millions of lives.
Why you should work with us: We are about doing the right thing always, both for our team and users. We are a positive, transparent and inclusive community celebrating success together, encouraging bias for action and individual brilliance. We are ambitious and want everyone thinking ‘impact and growth’. Our office is not just fun, it is human, nimble and business-like.With rich experience in the world’s leading tech companies and banks, we deeply and equally understand both the ‘fin’ and ‘tech’ in fintech. Funded by leading global VCs, we’re in pursuit of a fantastic experience for both our consumers and colleagues.
What this role is about
As the Subject Matter Expert for Level 2 or L2 escalations support with the Customer Experience team, you love to take on the most difficult, trickiest cases - owning the user experience throughout, crafting great solutions for both users and epifi alike, and finally weaving that experience into scaled solutions that help everyone. Join our team of talented technologists and product managers on this journey to the next generation of financial services.What will you be doing- Work across internal functions to drive case awareness and resolution while managing customer communications directly
- Work with internal and external stakeholders to prioritize resolution within service levels.
- Data analysis to identify issues impacting customer experience and prioritizing fixes with cross functional teams.
- Improve processes by analysing escalated cases and working cross-functionally to reduce resolution time and improve experience.
- Perform Root Cause Analysis and communicate findings and recommendations broadly across the entire organisation.
- Being the voice of the customer and actively engaging with teams on user feedback.
- Work with our partners to provide real time feedback on escalated cases and ensure higher first time resolution.
- Improve processes by analyzing escalated cases and working cross-functionally to reduce resolution time and improve experience.
- Own and drive these initiatives end to end structure a problem statement, articulate its impact on customer experience and present effectively to decision-making groups
You should apply if- You have at least 5-8 years of experience in L2 Customer Support, with a strong handle on functional processes and techniques
- You believe that the best way to resolve any customer concern is analyze, probe and investigate on the reason for concern.
- You are digital amp; tech savvy with high proficiency in office applications, love backing your solutions/suggestions with data amp; decks/spreadsheets.
- You have prior experience with chatbots - will be a huge plus for us :)
More about our Customer Experience (CX) team : - Our customer experience team works 24x7 (6 day working week), through rotational shifts and a system of compensatory holidays for support specialists who are active outside regular working days
- We invest heavily in tools and training to support our support specialists :) We’ll equip you with all you need to serve our users exceptionally well
Selection Process : Once you apply via the career page, epifi’s talent team will reach out for a quick chat, if we find your profile a fit for the role/team. This will be followed by 2-3 rounds of video interviews with CX leadership amp; key stakeholders.
Expect at least 3 rounds to assess your communication amp; articulation ability, general aptitude, attitude and cultural fitment.
We aspire to create an inclusive culture of diverse people not just because it's the right thing to do but because heterogeneity inspires us and is more fun! We employ people solely on merit and do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected b Job Specification
Fi Money
Information Technology and Services - Dhaka, India