Simpl Hiring for Customer Experience Specialist at India Full Time

About Simpl:
Simpl (Fintech of the year – 2020) is a platform that empowers retailers to grow, building long term trusted relationships with their customers, one transaction at a time. For consumers, Simpl offers frictionless access to e-commerce, trust, safety, and effortless budgeting, in 1-click.
Under the hood, we are building the payments infrastructure (identity, trust score and security) ground up for a world that is mobile first, where consumers frequently buy on the go & love convenience.

Everyone at Simpl is an internal entrepreneur who is given a lot of bandwidth and resources to create the next breakthrough, towards a new world of Networked Commerce where commerce is easy, safe, affordable without fine prints – just Simpl!
Simpl was founded in 2015 by Nityanand Sharma and Chaitra Chidanand and went live in 2016.

The Role – Summary
We are looking for Customer Experience Specialists (CES) who will be responsible for delivering instant resolutions/first contact closures to users. In this role you need to solve user issues in the first instance, regardless of complexity or dependencies to retain user/restore trust, you will also have to coordinate with internal teams to get user issues resolved.

Role – What’s expected of you:

• Handle User tickets/calls/chats
• Understand the user query, quickly decide right resolution from user perspective
• Decide on best medium to interact with customer and provide resolution (call, chat, email) and close the issue immediately
• Ensure 100% accuracy on documentation of interactions handled
• Adhere to quality benchmarks, follow process standard operating procedures &

Exception Policy framework

• Identify opportunities for process improvements, training or refreshers

Customer Experience – how to handle user queries/issues :

• Be perceived as an expert and inspire trust in Users interacting with you (authority on resolution and closure, user trust to achieve ‘zero’ escalation/reopens)
• Deliver the ‘Simpl Care and CX’
• Communication and Resolution
• Be helpful & professional, ensure user needs / expectations are met
• Maintain high attention to detail, and execute flawlessly
• Have apt decision making skills to resolve user issues favorably

Pre-requisites (Must have)

• Very strong problem solving skills & decision making ability
• Very good communication skills : user context vs internal stakeholders, written and spoken; English and Hindi(spoken)
• Good working knowledge of CRMs and Workflows,
• Experience working in voice (inbound and outbound) and chat support processes
• 2+ years of experience in handling user escalations /managing escalation desks
• Flexible with Hybrid working model (WFH & WFO)
• Strong understanding of processes and experience of managing SLAs, TATs, etc
• Good with data – preparing basic reports, tracking and reporting highlights/insights

Job Location

• Bangalore

Job Types: Full-time, Internship
Contract length: 3 months

Salary: ₹200,000.00 – ₹420,000.00 per year

Schedule:

• Day shift
• Rotational shift

Ability to commute/relocate:

• Indiranagar, Bengaluru – 560038, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 1 year (Preferred)