Customer Support Associate (Night shift) Job in Hyderabad at Tide

Tide is hiring for the role of Customer Support Associate!

Responsibilities of the Candidate:

• Leading direct communication with customers over chat and email, and, whenever needed – over the phone (perform outbound calls to customers when requested by them.
• Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones.
• Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance).
• Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, and direct debits.
• Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks.
• Going through multiple tailor-made trainings and courses to help you elevate your skillset and knowledge and make the next step in your career with Tide.
• Working on night shifts, weekends and holidays included, based on a schedule that takes into account your preferences, but also meets the needs of the business
• Role is for a team that operates 24/7 and would include rotational shifts

Requirements:

• You are comfortable talking to customers (phone, chat, email) and experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must! 
• You have 1-4 years of experience as a customer support associate
• You are willing to handle customer requests via chat, phone, or email
• You enjoy finding novel ways to solve difficult problems
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You have excellent spoken and written English skills (C1 or higher)
• You are proactive, ready to take decisions and have strong organisational skills and morale
• You have relevant experience working in customer service
• Having finance industry experience is considered an asset
• Graduation is a mandatory consideration to apply for this role