Product Associate

IIFL Finance

3 - 6 years

3 - 6 Lacs

Gurugram

Posted:1 day ago| Platform:

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Skills Required

Product Support L1 Support CRM Management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Provide prompt and efficient customer support via our ticketing tool.
Address customer inquiries, troubleshoot technical issues, and provide guidance on using the IIFL Home Loans platforms effectively.
Resolve customer complaints and ensure timely and satisfactory resolution of issues.
Collaborate with other team members and departments to escalate and resolve complex customer queries or problems.
Educate the ground team on our process and rule engines, ensuring they are aware of the features and benefits available to them.
Document and maintain accurate records of customer interactions and issue resolutions in the designated CRM system.
Contribute to the development of knowledge base articles and self-help resources to improve customer self-service capabilities.
Proactively identify and report any potential system issues or improvements to the relevant stakeholders.
Adhere to established service level agreements (SLAs) to meet customer satisfaction targets.

Preferred candidate profile

Bachelor's degree in any discipline (Preferably BCA/B.Tech)
Prior experience in customer support, preferably in a digital banking/financial services/fintech environment.

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