Manager - Customer Success - FinTech (2-4 Yrs) Anywhere In India/Multiple Locations (After-Sales/Customer Service)

Key Responsibilities :Customer Support :- Handle incoming customer inquiries via phone calls, WhatsApp, emails, and other communication channels promptly and professionally.- Provide accurate information regarding Sav card features, benefits, usage guidelines, and troubleshooting assistance as needed.- Ensure timely resolution of customer issues and escalate complex queries to the appropriate departments for further investigation and resolution.Welcome Calls and Onboarding :- Conduct welcome calls to all new Sav card holders to introduce them to the card features, benefits, and operational procedures.- Guide customers through the process of top-up, and any additional documentation or verification requirements.- Address customer questions and concerns during the onboarding process and ensure a smooth and positive customer experience.Documentation and Reporting :- Maintain accurate records of customer interactions, transactions, comments, and complaints using the systems set in place.- Prepare reports on customer feedback, trends in inquiries, and issues encountered to support continuous improvement initiatives.Customer Relationship Management :- Build and maintain strong customer relationships by providing personalised assistance and proactive support.- Follow up with customers to ensure their issues are resolved satisfactorily and gather feedback on their experience with Sav products and services.Team Collaboration :- Collaborate effectively with other departments, including Operations, Finance, and Marketing, to address customer inquiries and improve overall service delivery.- Contribute to team meetings and initiatives aimed at enhancing customer satisfaction and operational efficiency.Qualifications and Skills :- Previous experience in customer service, preferably in a financial services or fintech environment.- Strong communication skills with a customer-centric approach to problem-solving.- Ability to multitask and prioritise tasks effectively in a fast-paced environment.- Proficiency in using CRM software and familiarity with customer service tools and techniques.- Excellent interpersonal skills with the ability to build rapport and maintain positive relationships with customers.- Attention to detail and accuracy in handling customer information and transaction records.Education and Experience :- High school diploma required; Bachelor s degree preferred.- Minimum of 2 years of experience in a customer service role, preferably within the financial services industry.- Experience with welcome calls, onboarding processes, and customer relationship management is advantageous.Benefits :- A team invested in your growth and career trajectory.- Competitive salary commensurate with experience performance bonus (ref:updazz.com)

Payroll Type : Permanent