Job
Description
About the Team
Join PayU's dynamic Cusstomer Support Team in Gurgaon, where innovation meets opportunity in the fast-paced fintech industry. Our team is at the forefront of digital payments solutions, working with diverse clients from startups to enterprise-level businesses. We foster a collaborative environment that values expertise, customer-centricity, and results-driven performance. As part of our Customer Support team, you'll work closely with sales executives, technical teams, and product specialists to deliver exceptional customer experiences and drive business growth.
About the Role
The Customer Service Analyst is responsible for analysing customer service data to identify trends, patterns, and opportunities for improving customer satisfaction and operational efficiency. This role involves interactions with customers/merchants, generating reports, and providing end to end solutioning to queries and complaints.
Responsibilities:
Respond to customer queries & complaints via available mediums (Chat/Email/Call)
Identify trends, patterns and root causes of customer issues
Collaborate with management to ensure targets are met
Adhere to customer service policies and procedures
Facilitate cross -departmental communication to enhance customer experience
Utilize and manage customer service software and analytical tools effectively
Requirements
Graduate (Bachelor’s degree)
Proven experience in a customer service
Strong analytical skills with the ability to interpret & solve complex issues
Excellent communication skills, both written and verbal
Ability to work independently and as part of a team
Strong attention to detail and problem-solving skills
Preferred Skills
Experience in customer service in a fintech
Knowledge of customer service best practices and industry standards
What we offer?
A positive, get-things-done workplace
A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this).
An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale.
Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity).
About us:
At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high growth markets the financial services and products they need to thrive. Our expertise in 18+ high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs to offering credit to underserved individuals, to helping merchants buy, sell, and operate online. Being part of Prosus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more at www.payu.com
Our Commitment to Building A Diverse and Inclusive Workforce
As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.
