LEAD - CUSTOMER EXPERIENCE

Bengaluru, Karnataka, India Full-time

 

LEAD - CUSTOMER EXPERIENCE 

  

`The thrill of working at a start-up that is starting to scale massively is something else.

 

Simpl (getsimpl.com) was formed in 2015 by Nitya Sharma, an investment banker from Wall Street and Chaitra Chidanand, a tech executive from the Valley, when they teamed up with a very clear mission - to make money simple, so that people can live well and do amazing things.

 

Simpl is the payment platform for the mobile-first world, and we’re backed by some of the best names in fintech globally (folks who have invested in Visa, Square and Transferwise), and has Joe Saunders, Ex Chairman and CEO of Visa as a board member.

 

Everyone at Simpl is an internal entrepreneur who is given a lot of bandwidth and resources to create the next breakthrough towards the long term vision of “making money Simpl”.

 

Our first product is a payment platform that lets people buy instantly, anywhere online, and pay later. In the background, Simpl uses big data for credit underwriting, risk and fraud modelling, all without any paperwork, and enables Banks and Non-Bank Financial Companies to access a whole new consumer market.

 

About the company:

 

Simpl is a technology company that is rebuilding the online transaction and authentication layer from scratch. By taking advantage of a smartphone’s processing power and the data it generates, Simpl provides a transaction experience that is more seamless, effortless and smarter than anything seen before. Watch Simpl in action here: https://cdn.getsimpl.com/about-us/simpl-in-action.zip

 

Simpl is uniquely placed to solve the trust gap that currently exists in India with respect to online payments. Payments fail often, refunds take time and no one wants to follow up with merchants or banks. The result is that 70% of all transactions in India is still settled with cash, so that the payment can be done after delivery – even though most users now have bank accounts and debit cards.

 

Simpl solves this problem by allowing a user to pay for multiple orders later. This means that even once a transaction is done, money hasn’t left the user’s bank account – giving users far more control and an experience that’s unlike any other payment mode.

 

About the role:

 

Simpl is purpose-built to give Indian consumers a superior transaction experience. As a part of the initial team you will be the face of our organization to the customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour. Based on what you observe, you will then recommend changes and improvements to other internal teams – tech, product, data and finance

 

Responsibilities:

 

  • Manage large amount of customer interactions over calls on a daily basis & in a timely fashion
  • Manage the day-to-day operations, handle escalations & monitor productivity of the team
  • Well versed with vendor management & contact center technical knowhow
  • Gain product understanding – so that you can assist customers thoroughly to resolve their issues, whether via call or email.
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Understand customer pain points and highlight their feature requests to improve the product.
  • Build sustainable relationships and engage customers by taking the extra mile
  • Providing solutions to different problems faced by customers by using different internal tools, co-ordinating with Engineering, Business Development, Product, and Finance teams.

 

 

Requirements:

  • Excellent spoken and written communication skills, active listening.
  • 4+ years of team management experience in a Customer Support/Contact Centre/Virtual Relationship Management
  • Managed third party contact centre, possess in-depth knowledge of dialler management
  • Knowledge of AI-enabled Cloud Telephony solutions is an added advantage
  • Well versed with Microsoft office tools (Excel/Word, PowerPoint etc)
  • Control attrition & churn talent for successor planning
  • Enthusiastic and energetic - willing to work in a dynamic and fast-growing start-up.
  • Identify automation opportunities to maximise system learning with minimal human intervention.
  • Be comfortable working during weekends
  • Comfortable with meeting scheduled deadlines
  • Ability to maintain high standards of work, in high pressure situations
  • Ability to multi-task, set priorities and manage time effectively

 

Apply for this opening at http://getsimpl.recruiterbox.com/jobs/fk0j69v?apply=true