Customer Support Executive - Hyderabad, India - Hugosave

Description

Hello, and welcome to HugosaveHugosave is an Integrated Financial Super App that exists to bring financial well-being to everybody.
We take our #hugoheroes on a financial journey where they spend, save, and invest more effectively.
By developing healthy and life-changing financial habits, we are building financially healthy and thriving communities.
Hugosave is not just a product but also a philosophy that will evolve and grow with its #HugoHeroes i.e. our customers, partners and people.
Our initial market is Singapore but regional and global expansion will follow swiftly.
Hugosave is a brand owned and operated by Atlas Consolidated Pte Ltd.

Who we are looking for and whyWe are looking for a Customer Support Executive as the key point of contact to help deliver a better experience for customers.

The role would report to the Manager of Customer Support and also work closely with the cross-functional teams.

RequirementsWhat "Customer Support" means to us

Hugosave depends on Customer Support Executives to help customers understand the product, manage customer queries and challenges, resolve issues, and escalate appropriate complaints across a number of communication channels.

Normal daily business as usual includes:
Process incoming emails, outbound calls and live chats from our customersIdentify and assess customers' needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid, and complete information by using the right methods/toolsHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionKeep records of customer interactions, process customer accounts, and any related documentsUnderstanding the escalation and support channels available to assist in the resolution of ticketsAbility to commit to rotational shifts (including weekends and public holidays) for 24/7 coverageTake the extra mile to engage customers, whilst following our Hugosave Values

How you can help usThere are certain functions and capabilities we believe are essential to the role:Proven customer support experience or experience as a Client Service RepresentativeStrong voice contact handling skills and active listeningFamiliarity with CRM systems and practicesCustomer orientation and ability to adapt/respond to different types of charactersExcellent communication and presentation skillsAbility to multi-task, prioritise, and manage time effectively

What we would consider as added value

Skills and capabilities we believe are highly relevant include:1 year of proven experience in a customer care role;Bachelor's degree or equivalent in a relevant subject area;Experience within the financial services or fintech;Excellent communication and listening skills;Ability to stay calm when customers are stressed or upset;Ability to multitask and keep track of multiple ongoing issuesHave the self-discipline to ensure all customer issues are handled in an appropriate and timely mannerPassionate about joining an early stage Fintech;Ability to identify, build and enhance key relationships, influence, and challenge as required;Fluent English speaker and writer.

Performance indicators to get you off to a great start

A touchdown quick win (30 Days):Familiarise yourself with our product offeringFamiliarise yourself with the tools / systems to use to obtain dataFamiliarise yourself with our marketing and communication guidelinesFound your feet (60 Days):Able to resolve customer issues independentlyAble to handle escalations and suggest various recovery methodologyWell into your stride (90 Days)Able to contribute ideas to reduce friction in customer engagementAble to resolve major customer issues independentlyBenefitsFlexi-workingOptionsWell-being package

Hugosave Values being Responsible, Open and Collaborative

You should be passionate about what Hugosave stands for:

Honest, truthful and open communication at all times with the team members.
We are responsible to our customers, community and team to help shape a more open, collaborative approach to wealth. This is the way Hugosave hopes to make a difference; help us build better communities.

Shared responsibility is not only part of our approach to wealth but a key part of how we work together.

This shared responsibility allows for openness and candour between us as a team and in our relationship with our customers.

Good ideas can come from anywhere, so an open and collaborative dialogue between the Hugosave community (customers, team, stakeholders, alike) helps get the best from us all and helps make the difference.

Everyone is welcome to apply.

Working Model

We are a new startup and believe that having personal interactions are really important during the initial days.

So we would expect the new engineers to come to the office some days to get to know each other better.