Customer Engagement team

JD - Customer Engagement Team
● To deliver best-in-class service and go out of your way to find solutions and make our GoldenPI
users delighted.
● Give instant responses & find solutions for our users over Calls.
● Follow up & think out of the box to deliver quality service over Calls.
● To ensure complete ownership of customer issues and guarantee end-to-end satisfaction with
our services.
● To collaborate with various teams within the ecosystem of GoldenPi to identify optimal
solutions for our customers
● To prepare key reports to stakeholders to help derive better actions on the floor for continuous
improvement
● Sound Mind on Conflict Management
● Attend all the incoming calls via Exotel and make sure there are zero call drops
● Callback all the missed calls, voicemails, and call attempt numbers on Exotel
● Follow Up on all the rejected KYC leads and get the KYC completed
● Follow Up on IPO mandate and canceled applications
● Answer customer Emails/Tickets and maintain the required TAT
● Answer queries over chat support.
Support responsibilities often involve handling conflicts, taking and returning calls, helping with the KYC
process, the buying and selling process, reacting to customer issues, and taking calls from consumers
who are having trouble.
Minimum Skills Required:
● Relevant years of experience should be between 2-4 years.
● Education qualification: Graduate or postGraduate with finance background
● Very clear communication (English and Hindi Verbal + English Written)
● Proficient Google sheets skills,analytical and organizational skills.
● Experienced in the investigation of quick resolution and escalation.
● Customer-orientated.
● Be flexible and supportive of the team.
● Experience of working in a fast pace, customer service environment.
● Analytical with an understanding/ passion for data-driven decisions.
● Ability to work independently in a rapidly changing environment.