Chat support Job in Bangalore at Niyo Solutions Inc.

Key Responsibilities:

Customer Interaction & Resolution:*

• Respond to inbound calls, emails, live chats, and support tickets promptly, addressing inquiries related to account setup, orders placement, order execution etc.
• Escalate complex technical or compliance issues to senior teams while maintaining clear communication with customers.
• Achieve resolution within SLA timelines (e.g., 80% of queries resolved in first contact).

Sales & Upsell Support:

• Identify opportunities to upsell forex products, educate customers on product, process and services during support interactions.
• Educate clients on forex fundamentals, risk management, and platform features to enhance their trading confidence.

Documentation & Reporting:

• Maintain accurate records of customer interactions in our CRM system (e.g., Freshdesk or similar).
• Analyse support trends and provide feedback to improve processes, contributing to monthly performance reports.

Compliance & Quality Assurance:

• Adhere to regulatory guidelines and company policies on data privacy and anti-money laundering.
• Participate in quality audits, training sessions, and knowledge-sharing to stay updated on forex market trends.

Team Collaboration:

• Collaborate with sales, product, and operations teams to resolve cross-functional issues.
• Support peak-hour coverage and contribute to maximum customer query resolution.

Requirements:

• Education: Bachelor’s degree in business, Finance, Commerce, or a related field (or equivalent experience).
• Experience: 1-2 years in customer support, preferably in fintech, banking, or forex/brokerage services. Freshers with strong communication skills and finance interest are encouraged to apply.

Technical Skills:

• Proficiency in MS Office, CRM tools (e.g., Freshdesk).
• Language Skills: Fluent in English (mandatory); proficiency in Hindi or other regional languages is a plus for serving diverse clients.
• Soft Skills: Excellent verbal and written communication, empathy, problem-solving mindset, and ability to handle high-pressure situations with a positive attitude.

Niyo is an Indian Fintech company leading innovations in #Travel and #Finance. With over 6 million users already on board, our aim is to make both travel and managing finance simpler, smarter and safer.

Since its inception in 2015, Niyo has been at the forefront of revolutionising banking with continued digital innovation.