Customer Experience Representative

Company Description

We started Refyne with the mission of helping the people of India adopt not only the idea of financial wellness but also build a lifestyle around it. We are a country backed by hundreds of millions of employees who come from diverse fields and together make our country move forward. It's this joint effort that makes us one of the most prominent economies in the world.

We want to enable people by bringing transparency to their financials - accessible right in the palm of their hand. Our product informs the customer about how much they earn in real time and helps them access their earnings as and when they need it. We strongly believe this access is every employee’s right. We help customers understand their spending patterns and use the most advanced yet simple-to-use technology to keep them on top of their finances.

We, at Refyne, are building a platform that will not only improve people’s financial management but also put them in the driver’s seat to control their financial position. By avoiding debt trap from payday loans companies, high-interest microlenders and by giving them exposure to better and personalised financial products, Refyne is building a better and sustainable financial behaviour. Last but not the least, we’re building an inclusive platform that gives everyone the same opportunity to be financially healthy, irrespective of how new they may be to the formal financial system.

Refyne is backed by some of the most marquee investors from around the world. They believe in our mission and have successfully implemented this model in other countries allowing us to learn from the best.

Job Description

One of the core values at Refyne is driving customer excellence. We believe that to succeed long-term, it’s critical to develop a mindset focused on providing a superior customer experience.

We are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.

Responsibilities

●      Handle inbound and outbound calls

●      Identify customers’ needs, clarify information, research the issue at hand and provide solutions 

●      Work in coordination with the internal support teams to ensure quick resolutions   

●      Document any feedback received from the customers for the review by the product team at a later stage 

●      Label the queries we receive from customers under different tags to understand what drives support traffic

●      Identify and resolve pain points for end-users in coordination with the rest of the Customer Experience team.  

●      Track relevant support metrics and prepare reports for the purpose of quality assessment

Qualifications

●      2 to 3 years work experience in customer experience

●      Proficient in English and Hindi

●      Great organizational and time management abilities

●      Superb communication, collaboration, and problem-solving skills

Additional Information

• Be the part of an experienced founding team that has a highly successful startup track-record

• Work with a team backed by some of the best global investors

• Flexible working hours; we are well-equipped to allow our teams to work remotely, whenever they want

• Competitive salary with other employment perks

• Be part of the team that is on the path of creating India’s first real-time, on-demand salary platform