Customer Experience Analyst
Summary
Resolves customer and partner queries via chat, email, calls, and social media, processes KYC, analyzes risk, and drives product improvements using customer feedback.
You will troubleshoot and resolve customer and partner queries through support portals, engaging with customers by phone, email, chat, and social media. You will process KYC, identify customer needs, coordinate issue resolution with cross-functional teams, analyze the customer base to minimize risks, conduct user outreach for market research and growth, and help improve products through customer feedback. You will also work with exchanges and other partners.
Responsibilities
- Engage and interact with customers through calls, email, and chat
- Understand customer queries and identify customer needs
- Provide appropriate customer resolutions
- Process KYC
- Coordinate with cross-functional teams to resolve issues
- Handle real-time customer queries through chat, email, calls, and social media
- Analyze the existing customer base to minimize risks
- Define and drive product changes with the development engineering team
- Work with exchanges and other partners
- Reach out to users for market research and company growth
Requirements
- 1 to 2 years of experience in a customer satisfaction role
- Experience in voice and non-voice processes
- Understanding of basic customer service etiquette
- Willingness to work rotational shifts
- Ability to self-start, adapt, and continuously develop
- Ability to follow standardized processes and compliance requirements
- Strong English and Hindi communication skills
- Organizational, motivational, and time management skills
- Prior experience in fintech, stocks, or mutual funds is an advantage
Benefits
- Up to 8 months of maternity leave
- 1 month of paternity leave
- Reimbursement of medical bills for gender reassignment surgery
- PS5, Foosball, and Carrom activities
- Disco nights, offsites, and gift boxes