Job Description:
We are seeking a dedicated and personable Senior Customer Service to join our Fintech Company. This
role is key to ensuring an exceptional customer experience by addressing inquiries, resolving issues, and
providing tailored recommendations about our products and services.
Key Responsibilities:
Respond to customer inquiries regarding products and services, delivering accurate and
helpful information.
Attract potential customers by recommending relevant products and services based on
their needs.
Process orders, handle correspondence, and address customer concerns promptly and
professionally.
Ensure customer satisfaction by providing solutions that align with company policies and
maintaining service excellence.
Follow pre-established guidelines and instructions while performing job functions under
the supervision of the Customer Service Supervisor.
Maintain detailed records of customer interactions and transactions for accuracy
Main Duties:
Customer Account Management:
o Open and maintain customer accounts by accurately recording information.
o Update, cancel, or upgrade accounts as necessary.
Problem Resolution:
o Address product or service issues by clarifying complaints, identifying solutions,
implementing resolutions, and ensuring customer satisfaction through follow-up.
o Handle returns, refunds, exchanges, and product recalls.
o Resolve customer complaints via phone, email, mail, or social media
Customer Interaction:
Manage high volumes of incoming calls and customer interactions via phone,
email, mail, or social media.
o Build trust and sustainable relationships through open and interactive
communication.
o Provide accurate, valid, and complete information using appropriate tools and
methods.
Sales and Lead Generation:
o Identify customer needs and recommend suitable products or services.Generate
sales leads and meet individual and team sales targets.Inform customers about
promotions, warranties, and terms of sale.
o Meet personal and team sales targets and call handling quotas
o Handle changes in policies or renewals
o Team Collaboration
Qualifications & Requirements:
o Proven customer support experience, with a history of delivering exceptional service.
o A track record of consistently exceeding performance quotas and achieving
targets.
o Strong phone contact handling abilities and active listening skills to ensure
effective customer interactions.
o Excellent verbal and written communication skills, coupled with confident
presentation abilities.
o A customer-oriented mindset with the adaptability to engage with diverse
personalities and situations.
o Familiarity with CRM systems and best practices to manage customer interactions
efficiently.
o Competence in utilizing technology and tools to enhance productivity and service
quality.
o Ability to multitask, prioritize responsibilities, and manage time effectively in a
fast-paced environment.
o High school diploma or equivalent is required; a college degree is preferred.
o 0-3 years of experience in a customer service role or a related field.
o Familiarity with standard concepts, practices, and procedures within the customer
service field
