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Job Opening details:-
Company Name :- Epifi Technologies
Position Name :-
Company Location :- Bengaluru, Karnataka
Job Category : General jobs
Full Job Description :-
Who we are:Simply put, a neo-banking startup for digital natives. Our mission is to help our users demystify their finances, maximize their savings and spend intelligently. We are building a highly secure ‘hub’ – a savings account that allows you to consolidate your finances in a single intuitive view.
Who we’re looking for: Exceptional, innovative people! Passionate about delightful user experiences, clear about doing the right thing and hungry to impact millions of lives.
Why you should work with us: We are about doing the right thing always, both for our team and users. We are a positive, transparent and inclusive community celebrating success together, encouraging bias for action and individual brilliance. We are ambitious and want everyone thinking ‘impact and growth’. Our office is not just fun, it is human, nimble and business-like.
With rich experience in the world’s leading tech companies and banks, we deeply and equally understand both the ‘fin’ and ‘tech’ in fintech. Funded by leading global VCs, we’re in pursuit of a fantastic experience for both our consumers and colleagues.
What this role is about
As the Subject Matter Expert for Level 2 or L2 escalations support with the Customer Experience team, you love to take on the most difficult, trickiest cases – owning the user experience throughout, crafting great solutions for both users and epifi alike, and finally weaving that experience into scaled solutions that help everyone. Join our team of talented technologists and product managers on this journey to the next generation of financial services.
What will you be doing :
Work across internal functions to drive case awareness and resolution while managing customer communications directly
Work with our partners to provide real time feedback on escalated cases and ensure higher first time resolution
Improve processes by analyzing escalated cases and working cross-functionally to reduce resolution time and improve experience.
Own and drive these initiatives end to endStructure a problem statement, articulate its impact on customer experience and present effectively to decision-making groups
You should apply if:
You have at least 3-6 years of experience in Customer Support, with a strong handle on functional processes and techniques
You believe that the best way to resolve any customer concern is analyze, probe and investigate on the reason for concern.
You are digital & tech savvy with high proficiency in office applications, love backing your solutions/suggestions with daata & decks/spreadsheets.
You have prior experience with chatbots – will be a huge plus for us 🙂
More about our Customer Experience (CX) team :
Our customer experience team works 24×7 (6 day working week), through rotational shifts and a system of compensatory holidays for support specialists who are active outside regular working days
We invest heavily in tools and training to support our support specialists 🙂 We’ll equip you with all you need to serve our users exceptionally well
Selection Process : Once you apply via the career page, epifi’s talent team will reach out for a quick chat, if we find your profile a fit for the role/team. This will be followed by 2-3 rounds of video interviews with CX leadership & key stakeholders.
Expect at least 3 rounds to assess your communication & articulation ability, general aptitude, attitude and cultural fitment.
We are looking for exceptional communication & a high sense of empathy as important personality tenets for this role.
We are currently functioning remote and can work from anywhere. We will continue to be remote till it is safe for everyone to return to work & we fully reopen our office in Bangalore.
We aspire to create an inclusive culture of diverse people not just because it’s the right thing to do but because heterogeneity inspires us and is more fun! We employ people solely on merit and do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
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