About Simpl :

- Simpl (Fintech of the year - 2020) is a platform that empowers retailers to grow, building long term trusted relationships with their customers, one transaction at a time. For consumers, Simpl offers frictionless access to e-commerce, trust, safety, and effortless budgeting, in 1-click.

- Under the hood, we are building the payments infrastructure (identity, trust score and security) ground up for a world that is mobile first, where consumers frequently buy on the go & love convenience.

- Everyone at Simpl is an internal entrepreneur who is given a lot of bandwidth and resources to create the next breakthrough, towards a new world of Networked Commerce where commerce is easy, safe, affordable without fine prints - just Simpl!

- Simpl was founded in 2015 by Nityanand Sharma and Chaitra Chidanand and went live in 2016.

The Role - Summary

We are looking for Customer Experience Specialists (CES) who will be responsible for delivering instant resolutions/first contact closures to users. In this role you need to solve user issues in the first instance, regardless of complexity or dependencies to retain user/restore trust, you will also have to coordinate with internal teams to get user issues resolved.

Role - What's expected of you :

- Handle User tickets/calls/chats

- Understand the user query, quickly decide right resolution from user perspective

- Decide on best medium to interact with customer and provide resolution (call, chat, email) and close the issue immediately

- Ensure 100% accuracy on documentation of interactions handled

- Adhere to quality benchmarks, follow process standard operating procedures & Exception Policy framework

- Identify opportunities for process improvements, training or refreshers

- Customer Experience - how to handle user queries/issues

- Be perceived as an expert and inspire trust in Users interacting with you (authority on resolution and closure, user trust to achieve - zero- escalation/reopens)

- Deliver the - Simpl Care and CX-

- Communication and Resolution

- Be helpful & professional, ensure user needs / expectations are met

- Maintain high attention to detail, and execute flawlessly

- Have apt decision making skills to resolve user issues favorably

Pre-requisites (Must have) :

- Very strong problem solving skills & decision making ability

- Very good communication skills : user context vs internal stakeholders, written and spoken; English and Hindi(spoken)

- Good working knowledge of CRMs and Workflows,

- Experience working in voice (inbound and outbound) and chat support processes

- 2+ years of experience in handling user escalations /managing escalation desks

- Flexible with Hybrid working model (WFH & WFO)

- Strong understanding of processes and experience of managing SLAs, TATs, etc

- Good with data - preparing basic reports, tracking and reporting highlights/insights

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