Customer Experience Manager

THIS IS A  FULL-TIME POSITION,

5:00 pm - 2:00 am IST SHIFT, BASED IN OUR BANGALORE, INDIA OFFICE

THE ROLE

You'll be the first point of contact and voice of MPOWER for our applicants and borrowers from all over the world. Your focus will be to own the student relationship and deliver a superior experience with each and every interaction with the student. Your responsibilities will include, but are not limited to:

• Delivering the highest quality of service to customers by addressing their queries thoroughly and accurately via chat, email and phone
• Contacting existing and potential customers to explain MPOWERs unique product and assisting them in completing the application 
• Continually meeting or exceeding daily and monthly targets with respect to call volume and sales

THE QUALIFICATIONS

• Bachelors degree in a related field, or higher
• 1-2  years of B2C local or international customer service or support experience in a high-touch, fast-paced environment
• Prior work experience within financial services and/or higher education industries will be a distinct advantage though not mandatory 
• Must have prior experience in a sales oriented and/or targets driven environment
• Passion for customer service and relationship management with an innate sense of service and empathy for others
• Analytically driven with an ability to interpret and derive insights from data
• Outstanding written and verbal communication skills in English and comfortable interacting with customers via multiple communication channels. 
• Exceptional organizational skills and attention to detail
• A proficiency in other foreign / international or regional Indian languages would be a plus

A passion for financial inclusion and access to higher education is a must, as well as comfortable working with a global team across multiple-time zones and sites!

In addition, you should be comfortable working in a fast growth environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines, a high degree of autonomy, and 80-20 everything.