Customer Experience Officer (Voice & Non Voice)

Job Profile: The role involves pre-and post sales & service support for Global Travel and Cross Border Payments Products. This can be for voice and non-voice (mail and chat process). Role would be focused on leads and customers PAN India. Your job responsibilities include, but are not limited to:  ● To communicate with users via chat, email, and phone within the expected turn-around time (Primary Language - English; Multilingual Experience is Preferred) ● To acknowledge and resolve all customer queries, complaints, and issues. ● To communicate users’ problems with other departments and ensure that the problem is solved.  ● To maintain a positive, empathetic, and professional attitude toward customers at all times.  ● To know our products thoroughly, and keep yourself updated with all the changes that take place in them.  ● To note any feedback provided by the user, and to pass it to the relevant team. ● To ensure high customer satisfaction based on service engagements/tickets resolved. ● To sit with the relevant departments to understand all Niyo processes.  ● To ensure that you are meeting all our SLAs (responding in time, maintaining a high customer satisfaction rate, etc).  Job Requirements: ● High school diploma, general education degree (at least a bachelor’s degree) . ● Work experience in a customer support role is preferred but not mandatory (we are open to considering Freshers, or people with other backgrounds too).  ● Excellent communication skills (verbal and written) - You should be proficient in English. Being proficient in more than one language is an advantage.  ● Good listening skills and a high level of empathy - you should be willing to listen to the customers, understand their problems and resolve. ● Good problem-solving skills - you should have the ability to quickly understand the problem, coordinate with the right people, and resolve the problem.  ● Honesty and Commitment - acknowledge when you do not know something, learn about the product, about the processes, follow up whenever required, etc.  Work Details: Shift Timings: 9 hours (Morning/Evening/Night) Location: On-Site (8th floor, Gamma Block, Sigma Tech Park, Varthur Main Rd, Varthur Kodi, Palm Meadows, Whitefield, Bengaluru, Karnataka 560066) Week-Off: 6 Days / Week (Roster Shift) Benefits: Company paid insurance cover for the agent. Fixed Term Contract Role for 11 Months (Subject to Extension)