Associate/Senior Associate - Customer Operations - Escalation

- ZestMoney is India's largest and fastest-growing Buy Now, Pay Later platform in India.

- ZestMoney is deeply integrated with the largest merchants in India including Amazon, Flipkart and MakeMyTrip, increasing the affordability of their products and helping them facilitate frictionless sales at a higher conversion rate to a larger base of customers.

- We also have the largest network of merchants with 10,000+ online partners and 75,000+ store partners, making the company a market leader in the space. ZestMoney has built a platform that integrates mobile technology, digital banking, and artificial intelligence, enabling people to apply for and get a digital credit line within seconds. The company partners with 25 banks and NBFCs to accelerate the adoption of BNPL in India.

- The company recently partnered with some of the biggest global brands like Google Pay (enabling people to avail credit on UPI) and Apple to spur the adoption of Buy Now, Pay later solution for the smartphone and tech product category.

- ZestMoney has 11 Mn registered users and is powering aspirations of people from upgrading their lifestyle to taking that all crucial Edtech course. Over 70% of our customers are in the Tier II and III markets, many of whom are availing formal credit for the first time in their lives.

- The company's vision is to be the 'one-stop financial' brand of choice for India's 300 mn+ households over the next decade, providing small ticket loans, insurance, savings and other financial products with the most seamless digital user experience.

- ZestMoney's innovative technology and work to make affordable digital finance accessible led to their selection as a 2020 Technology Pioneer by the World Economic Forum. It was also recognised as the second fastest growing technology company by Deloitte India in 2021.

Roles and Responsibilities :

As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touch points (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure a closure and recovering a customer's experience.

- Tracking all Customer complaints/escalations on a real time.

- Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly and assure a timely resolution.

- Coordinate and follow up internally for an end-to-end closure on each complaint handled.

- Proactively escalate cases which are about to breach standard TAT.

- Work on RCAs (Root Cause Analysis), of complaints handled, to facilitate process improvement internally.

- Liaison with team members and team leads on a regular basis.

- Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.

- Adhere to compliance policies.

Required Skills & Experience :

- A strong Customer centric approach.

- Can work under pressure and handle difficult conversations.

- Can understand problems clearly.

- Ownership and solution-oriented approach should understand and deliver end to end resolutions.

- A team player can coordinate and liaise with internal and other departments seamlessly.

- Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.

- Academic Qualifications- Bachelor's Degree preferred or equivalent experience considered.

- 1 -2-year experience in customer service (or related fields), fresher's can be considered who matches above criteria.

Preferred Skills :

- Background in customer service, escalations/complaints handling, social media handling.

- Experience in email handling, inbound calls.

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