Customer Service Associate

Overview

As a Customer Service Associate at Salary Finance, you will be a crucial part of the customer operations team, ensuring regulatory communications are handled efficiently and customers receive exceptional support. You will collaborate with the Customer Service Manager and the London customer operations team.

What you'll do

• Respond promptly and professionally to customer inquiries via live chat and email, ensuring a seamless and positive customer experience.
• Diagnose and resolve customer queries related to loan applications, payments, and account updates.
• Interpret and explain company policies, financial products, and service terms accurately to customers.
• Maintain detailed and accurate records of all customer interactions and resolutions in the CRM system.
• Prioritize and escalate unresolved or complex issues to relevant departments (e.g., tech support) in a timely manner, following up diligently and providing regular status updates to customers.
• Troubleshoot basic technical issues (e.g., login problems, document upload errors) and collaborate with the tech team to report and resolve system-related issues.
• Ensure compliance with data protection regulations (e.g., GDPR) when handling sensitive information.
• Adhere to standard operating procedures (SOPs) and service-level agreements (SLAs) to meet performance benchmarks.
• Identify recurring customer issues and share insights with the operations and product teams for process improvements.
• Suggest enhancements to FAQs or knowledge base articles to reduce repetitive inquiries.
• Promote customer retention by delivering exceptional service and building trust.
• Share best practices and customer insights with colleagues to enhance team performance.
• Participate in training sessions to stay updated on product changes, new processes, and compliance guidelines.

What you'll need

• Track record of delivering results in a fast-moving business, comfortable with change and uncertainty.
• Excellent stakeholder management experience.
• Enjoy interacting with customers daily, both over live chat and by email.
• Upbeat approach and able to think on your feet.
• Exceptional organisational and time management skills, performing smoothly and consistently in a fast-paced environment.
• Detail-oriented, taking on complex tasks and getting them done every time.
• Passion for technology and social impact.
• Resilient, empathetic, collaborative, and self-motivated.
• Experience in a customer or client facing environment.
• Excellent communication skills, able to present complex details in an easy-to-understand format.
• Intermediate knowledge of Google Sheets and Excel, able to manipulate data.
• High School Diploma and above.

Nice to have

• Customer service experience in a financial services, technology, or employee benefits company.
• Experience of working in a regulated environment.
• Familiarity with CRM systems.
• Knowledge of G Suite.
• Advanced Excel skills.
• Knowledge of TCF, the Data Protection Act/GDPR, CCA and Anti Money Laundering procedures.

Details

• Location: Mumbai, India.