Customer Support Associate - Mumbai, India - Raise Financial Services

Raise Financial Services Mumbai, India

1 week ago

Accounting / Finance

Description

Role Summary:

Raise is built on this core philosophy - we will bring exceptionally great products, awesome user experience and best in class customer service to our users. We have started with our first step by launching an Investment & Trading platform – Dhan ) in November 2021.

As a part of the Customer Support team at Raise, it is your primary responsibility to drive customer satisfaction, delight and great experience.

You will work very closely with internal stakeholders, your peers, leadership team and most importantly our customers. You will need to have an empathetic approach towards customers in all your conversations, ensure you listen them well, and communicate the appropriate resolution (to the point) or respond to their query within the expected TAT. For scaling Raise further, you will be accountable for delivering an awesome customer experience.

Expected Responsibilities:

● Handling, resolving customer queries and adhering to the high quality standards of customer service by raising the bar in every customer interaction.

● Solicit customer feedback across various touch points i.e via varied channels like Voice, Email, Chat, etc from time to time.

● Meeting standards of average handling time, but also know customer satisfaction is more important.

● Handle customer complaints, provide appropriate solutions & alternatives within the scope.

● Work with all internal stakeholders and strive to deliver the best customer experience.

● Go the extra mile to ensure customer satisfaction and delight.

● Constantly build sustainable relationships and trust with customers, through open and interactive communication.

Expected Skills:

Graduation from a relevant field.
Customer Service experience in broking industry would be an added advantage.
Excellent at both verbal and written communication
Ability to form conversations.
1-4 years of experience in a similar role.

CS team works rotationally on below shifts:

-8 am to 5pm & 9 am to 6pm (work from office shifts)

-1pm to 10 pm & 3 to 12 am (work from home shifts)

Office Location: Western Express Highway, Borivali East.

Our People & Culture

People and culture are the most important aspects of our business.

We are looking for team members just like us, in simple words - good people to work with and demonstrate following personality traits:

● Be super obsessed about ensuring customer satisfaction.

(We are here because of our customers, and will be here only if we serve our customers)

● Respect your work, your team, your co-workers and our customers.

(The only way to get respect is to give it first)

● Speed is all that matters. Ship right and ship faster.

(You either help the team move ahead fast, or you slow it down. We prefer the first.)

● Humility & politeness over arrogance & over-confidence

(If you are the smartest one in the room, bring up others to speed. We are here to serve our customers, not to prove a point.)

● Quality over quantity.

(It is fine if you pick up a few things to do, but do them exceedingly well.)

● Make your hands dirty irrespective of who you are.

(Our CEO & COO respond to customers everyday. Our CTO codes everyday. This is us.)

● Talent and Competency over Credentials.

(Skills are more important than Credentials, we learned it all the hard way with life & experiences.)

● Entrepreneurial, ownership driven and disciplined.

(We trust you to help us gain and retain the trust of our customers and our stakeholders)

● Less words, more action.

(Believe in something? show it by doing things. Not just by talking about it)

● Flat hierarchy with open culture & conversations.

(You are among all of us, and we all are with you)

● Passionate about the business you are a part of.

(Do it because you are passionate about it, not because it's your job.)

● Raise is an equal opportunity employer.

(We celebrate diversity and inclusion.)

About Raise Financial Services

At Raise, we are building technology-led consumer products & infrastructure services to serve Indians with Financial Services across financing, insurance, investing, payments and wealth.

We are building for the financially aware & financially literate users, largely focussing on the top 25 Mn+ tax paying residents in metros, urban cities & towns in india. Raise will offer consumer products & services that cater to these users, and will offer the same technology & infrastructure to partners in the startup ecosystem willing to take the experience to everyone in India.

Our focus is on 3 core aspects - build great products, deliver awesome experiences and provide exceptional customer services to our users.

Raise Financial Services is founded by Pravin Jadhav (ex-Founder, Managing Director & CEO of Paytm Money), Jay Prakash Gupta and Alok Pandey. We are backed by Founders & CEOs of leading technology startups like CRED, Flipkart, PhonePe, Pine Labs, Dream11, Zomato, Swiggy, Udaan, Freshworks, Freecharge, Jupiter, Shaadi, RazorPay and others. The company is also backed by institutional investors like Mirae Asset, Beenext, 3One4 Capital, Rocketship VC, Blume Ventures and others.

Connect with us:

Learn more about our Investing Platform –

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