Customer Support Representative

Benefits
Pulled from the full job description
Flexible schedule
Work from home
Customer Support Representative (Experienced) at Ava Finance

Job Description:

About Us

The financial system isn’t built to help most people. It works against you, with complicated rules and hefty penalties. That’s why we made Ava. We’re on a mission to level the playing field and help Americans keep more of their money.

We’ve been working together on this journey for over 2 years and have the backing of top-tier investors like Greylock, Firebolt & Precursor. These are the same investors that backed companies like Square, Affirm, Stripe, and PayPal.

About the Role

A Customer Support Executive will provide support related to product/services information, answer queries, and resolve/escalate any emerging problems that our customers might face with accuracy and efficiency.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

We are looking for an experienced Customer Support Executive to provide excellent customer service and to promote this idea throughout the departments. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations while meeting hourly, weekly and monthly targets.

MUST have exceptional English language skills, written and verbal. The schedule will be occasional work from home and in office.

Responsibilities

Contribute towards plans for team activities to include strategy to achieve agreed targets
Assist with preparation and agreement of individual action plans and targets for all team members
Set an example for team members of commitment, customer service activities, work ethics and habits and personal character
Maintain accurate records
Adhere to all company policies and procedures
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Set a clear mission and deploy strategies focused towards that mission
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement within the department
Manage resources and utilize assets to achieve qualitative and quantitative targets
Maintain an orderly workflow according to priorities
Knowledge of required software, platforms and US financial institutes
Maintain confidentiality of customer data
Requirements and Skills:

Proven working experience as a Customer Service Executive, preferably in Fintech
Highly fluent in English
Excellent oral and written communication, accurate typing with speed
Knowledge of customer support metrics with at least 5 years experience in Customer Support, preferably in a call center environment
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Ability to learn and work with company software
Send us your resume today to boost your career!

Job Type: Full-time

Job Type: Full-time

Salary: ₹30,000.00 - ₹40,000.00 per month

Benefits:

Flexible schedule
Schedule:

Evening shift
Night shift
Rotational shift
Ability to commute/relocate:

Jalandhar, Punjab: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):

Are you able to report amenably and responsibly to management?
Do you have customer support or customer service experience? If so, how many years?
Education:

Bachelor's (Required)
Experience:

total work: 7 years (Preferred)
Customer service: 5 years (Required)
Language:

English (Required)
Shift availability:

Day Shift (Preferred)
Night Shift (Required)
Overnight Shift (Preferred)