Job description
Why you should work with us: We are about doing the right thing always, both for our team and our users. We are a positive, transparent and inclusive community, celebrating success together, encouraging bias for action and individual brilliance. We are ambitious and want everyone thinking impact and growth .
Roles and Responsibilities
Own FOIKs (First of it s kind issue types) resolution, tickets to be assigned to a group based on product categories
Work with internal/ external partners for issue resolution
Work with process excellence POC for inputs get the Guru Card SOP created/ updated from the Partner POC.Analyze and create governance procedures to identify root causes and implement preventive measures.
Preferred Skills
Problem Solving: Data analysis using Excel / working with dashboardsIssue handling
Working on issue resolution with internal external partners
Outcalling customers for data/ consent/ information collection
Good communication skills: Good speaking writing skills both in Hindi English
Conceptual understanding of negotiations, root cause analysis and SLA breach elimination.
Stakeholder management: working with stakeholders/ POCs for issue resolution
Tools to be handled: Sherlock, Freshdesk, Ozonetel, Guru
Key requirements for the role
Minimum 3 years of experience in the CX domain/ ops
Ownership driven mindset, drive to solve problems end to end collaboratively
Team Player, expected to prioritize team goals objectives
Approaches CX from a customer oriented mindset
Ability to solve problems without existing knowledge/ solutioningEscalations handling would be an added advantage

Role: Social Media Marketing
Industry Type: FinTech / Payments
Department: Marketing & Communication
Employment Type: Full Time, Permanent
Role Category: Digital Marketing
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
Selection processRoot cause analysisData analysisExcelSocial mediaFinanceProcess excellenceIssue resolutionStakeholder management