Customer Success Specialist - Mumbai, India - Talent Giants Consultancy Services LLP

Description

Job Title:Customer Success Specialist Minna TechnologiesCompany Name:Tatwa Technologies Ltd.Job Type:NonTechnical NoOf Openings: 20CTC: 4.87.2 LPALocation: ThaneMumbai Experience:23 Years
AboutCompany: TATWA TechnologiesLtd. was founded in the year 2002. In all these years Tatwa hasbeen conferred several recognitions at the State and National levelmajorly related to the companys performance and its leadership inthe area of IT & ITeS services. Headquartered atBhubaneswar the State capital it now has delivery centers acrossthe country. Tatwa s business verticals now consists of BusinessProcess Management (BPM) Technology Consulting &Implementation(TC&I) System Consulting &Integration(SI) BPM Training and IT Staffing
JobDescription We are lookingfor talented Customer Support Specialists to join ourProduct operations team in India (Thane). Minnaconnects global banks and fintech with subscription businesses togive consumers selfserve subscription management inapp. Minna is atechnology partner to toptier financial institutions fintech andsubscription businesses providing subscription managementfunctionality for 50 million banking and fintech customers acrossthe United States United Kingdom and Europe.Minna builds the infrastructure that linksSubscription Merchants (such as Netflix Spotify Amazon) to leadingFinancial Institutions (Lloyds Bank ING Belgium Swedbank to name afew). This connection enables consumers to effortlessly managetheir subscriptions by performing actions like canceling pausing orchanging their plans.
Requirements:

• Fluent in Englishwith a minimum of 23 years of work experience in an InternationalCall Center (US Voice Process or UK Voice Process)
• Comfortable working fulltime in English andwilling to work in US or UK shifts must be flexible with worktimings.
• Demonstrated ability to deliverexcellent customer service and resolve issues with good judgment.
• Strong analytical abilities fortroubleshooting and problemsolving.
• Appreciation for routine tasks and ability tofollow clear instructions.
• Comfortablemultitasking to manage calls emails and chats simultaneously in anoutbound calling process.
• Strong communicationskills both verbal and written with a friendly and professionaltone.
• Ability to adapt to a fastpaced andtechnologically advanced environment.
• Detailoriented with strong organizationalskills and the ability to prioritize tasks effectively.

Responsibilities:

• Efficiently managecancellations and monitor cancellation status for merchants.
• Initiate and execute workflows forcancellations at various stages of the cancellation journey withmerchants.
• Provide friendly and efficientcustomer service support via chat calls emails and other channels.
• Familiarity with Minna s Merchant Registry andclassifications for merchants services and categories
• Proficiency in understanding subscriptionterms and pulling relevant information from internal systems tosupport Account Management Sales and other queries.
• Conduct outbound calls to customers forsubscription management and issue resolution.
• Handle incoming queries from customers andmerchants ensuring timely resolution and escalation when necessary.
• Collaborate with crossfunctional teams toimprove processes and enhance the customer experience.
• Maintain accurate records and documentation ofcustomer interactions and issue resolutions

SpecialRemarks from Company:InternationVoice Process BPO Experience mandatoryInterviewRounds 2 (1st Virtual 2nd Face to Face)Centre Address:Tatwa Technologies LTD.803 Sunrise Business Park Rd Number 16KisanNagar Wagle Industrial Estate Thane WestThane Maharashtra400604

workflows,managecancellations,accurate records,customer interactions,customerservice,lloyds bank,handle incoming,issue resolutions,customerservice support,understanding subscription terms,calls tocustomers