Customer Care Executive - Chat Process
Bengaluru, Karnataka, India · Full Time
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- Experience
- 1–3 yrs
- Salary
- INR 25,000 – INR 33,000 / month
- Openings
- 1
- Posted
- 4 മണിക്കൂർ മുൻപ്
- Work mode
- In office
- Education
- Graduate
- Eligibility
- Applicants should be graduates with 1-3 years of customer support experience and proficiency in English and Hinglish communication.
- Resume
- Required to apply
Where you'll work
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Job description
About FloBiz
FloBiz is a fintech neobank dedicated to empowering small and medium enterprises by leveraging technology to foster business growth. Established in 2019 by alumni of IIT and BITS, FloBiz has attracted prominent investors like Sequoia Capital India, Elevation Capital, Greenoaks Capital, Beenext, and Think Investments. The founders also previously created Koinex, India's pioneering peer-to-peer crypto exchange. FloBiz’s mission centers on facilitating the digital transformation essential to building a self-reliant India, by tackling critical challenges faced by the Indian SMB sector.
About myBillBook
myBillBook is a premier GST billing and accounting solution in India, offered through mobile, web, and desktop platforms compatible with Android and iOS devices. Designed for GST-registered SMEs, it enables flexible management of invoicing, inventory, expenses, and financial tracking anytime and anywhere. The app supports multiple languages including English, Hindi, Gujarati, and Tamil, and provides 25 key business reports to aid informed decision-making.
Job Overview
The role of Customer Support Associate (L1) entails managing real-time chat communications with customers, acting as the initial point of contact. The primary goal is to effectively address user queries, resolve issues efficiently within SLAs, and ensure a stellar customer experience.
Key Responsibilities
- Promptly attend to live chat inquiries from customers with professionalism.
- Diagnose and resolve problems following established service level agreements.
- Document all customer interactions and resolutions accurately in CRM systems.
- Escalate unresolved or complex matters to higher-level support or relevant teams.
- Adhere strictly to SOPs and ensure compliance with company protocols.
- Clearly communicate information about products and services.
- Monitor and relay recurring customer feedback and issues to product and management teams.
- Maintain high customer satisfaction and quality performance metrics.
- Update customers on new product features and functions.
- Conduct follow-ups to confirm resolution of technical difficulties.
Job Requirements
- Between 1 to 3 years of experience in customer support or comparable roles.
- Excellent command of written English and Hinglish for effective communication.
- Ability to multitask and remain well-organized in a fast-moving environment.
- Strong problem-solving aptitude and meticulous attention to detail.
- Familiarity with customer support software including CRM and chat platforms.
- Flexibility to work on shifts, including during holidays.
- Patience when managing challenging client interactions.
- Typing speed of 38-40 words per minute with at least 90% accuracy.
- A bachelor's degree (graduate) is required.
Additional Information
The position is based at Bommanahalli, HSR Layout, Bengaluru, Karnataka, India.
Monthly compensation ranges from 25,000 to 33,000 INR.
Minimum education
Bachelor's Degree
Industry
FinTech