Role Summary:

- As as Customer Service Executive with Raise, you understand that it is your responsibility to drive customer satisfaction. You should be have a proven track record of helping customer for a financial service brand - over a voice support, could be inbound or outbound, but no sales.

- You will work very closely with internal stake holders, your team members in customer support team, management and most importantly our customers. You will display empathy with customers in all conversations, ensure you hear them well, and share with them the appropriate resolution (to the point) and if not now, get back to them at the earliest. We are building Raise to deliver awesome customer experience - and your role is critical for us to deliver that promise.

Responsibilities :

- Handling and resolving customer queries is your primary responsibility at the same time you will adhere to the quality standards for customer service and try to raise the bar in every interaction

- Take customer feedback across various touch points, though your primary responsibility is the voice support - you will also be part or other channels like Email, Chat, etc from time to time.

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

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

- Update records of customer interactions, and actions taken as disposition

- Work with all internal stake holders - your team, managers, product, growth and management team

- Take that extra mile to ensure customer satisfaction

- Build sustainable relationships and trust with customers, through open and interactive communication.

Requirements :

- Education : Graduation/Post Graduation in relevant stream

- Excellent at communication, spoken English and ability to form conversations

- 0-3 years of experience in the Customer Support industry, preferably at a Financial Services brand and not at a call center. Though this is optional for great candidates.

- Strong verbal and written communication skills. Not good, but great at spoken English.

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

- 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.)

Please Note :

1. Address:- 305, Raise Financial Services, Western Edge - I, Near Western Express Highway, Borivali East, Mumbai - 400066. Landmark: Metro & Cash building

2. Rotational Shifts (as per business requirement) :- 8:00 AM to 5:00 PM (Work from office) 9:00 AM to 6:00 PM (Work from office)

- 1:00 PM to 11:00 PM (Work from home/optional)

- 3:00 PM to 12:00 AM (Work from home)

3. Working days for both the roles: 6 days working with 1 weekly off

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