About Hop:

We are a London, UK based FinTech startup with a subsidiary in India. Hop is working towards building the next generation digital banking platform for seamless and economical currency exchange, with technology at the crux of it. In a technology driven era, many financial services platforms still lack the customer experience and are cumbersome to use. Hop aims at building a - state of the art- tech-centric, customer focused solution. moneyHOP is India's first cross-border neo-bank providing millennials the ability to - Send- &

- Spend- conveniently and economically across the globe using HOPRemit (An online remittance portal) and HOP app + Card (A multi-currency bank account).

This position is a crucially important position in the firm and the person hired will have the liberty to drive the product and provide direction in line with business needs.

Website: https://moneyhop.co/

About Individual : 

- The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

- Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field.

- Rely on instructions and pre-established guidelines to perform the functions of the job. The target is to ensure excellent service standards and maintain high customer satisfaction.

General Skills : 

- Proven customer support experience

- Track record of over-achieving quota

- Strong phone contact handling skills and active listening

- Familiar with CRM systems and practices

- Customer orientation and ability to adapt/respond to different types of characters

- Excellent communication and presentation skills

- Ability to multi-task, prioritize and manage time effectively

- High school diploma or equivalent; college degree preferredDay-to-Day requirements

- Open and maintain customer accounts by recording account information

- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

- Maintain financial accounts by processing customer adjustments

- Recommend potential products or services to management by collecting customer information and analyzing customer needs

- Prepare product or service reports by collecting and analyzing customer information

- Contribute to team effort by accomplishing related results as needed

- Manage large amounts of incoming calls

- Generate sales leads

- Identify and assess customers' needs to achieve satisfaction

- Build sustainable relationships of trust through open and interactive communication

- Provide accurate, valid and complete information by using the right methods/tools

- Meet personal/team sales targets and call handling quotas

- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

- Keep records of customer interactions, process customer accounts and file documents

- Follow communication procedures, guidelines and policies

- Resolve customer complaints via phone, email, mail or social media

- Use telephones to reach out to customers and verify account information

- Greet customers warmly and ascertain problem or reason for calling

- Assist with placement of orders, refunds, or exchanges

- Advise on company information

- Take payment information and other pertinent information such as addresses and phone numbers

- Place or cancel orders

- Suggest solutions when a product malfunctions

- Attempt to persuade customer to reconsider cancellation

- Inform customer of deals and promotions

- Sell products and services

- Utilize computer technology to handle high call volumes

- Work with customer service manager to ensure proper customer service is being delivered

- Close out or open call records

- Compile reports on overall customer satisfaction

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.