Customer Service Executive

ABOUT Us

The UAE context

Edenred UAE is a fast growing payroll service provider serving more than 6,000 business and more than 2 million unbanked employees. We service over 10 banks and 35 financial institutions. We offer a unique value proposition for companies to manage their payroll and for employees to receive their salaries and use it in the simplest way offering multiple value added services via our mobile app (money transfer, mobile recharge and card services)

We are a purpose-driven company whose values are the foundation for how we conduct business every day. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom driving the financial inclusion of the unbanked population by offering the best product experience and services.

ABOUT YOU

This is a great opportunity for someone who wants to build something from the ground up and drive incredible impact in the life of others.

You have a passion for growth and tech innovation, an entrepreneurial spirit with a roll up your sleeves attitude, strong attention to detail and an ability to work collaboratively across internal and external teams. You are a disruptor who builds and delivers unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.

RESPONSIBILITIES

Customer Success Executive will constantly strive for customer excellence. The Customer Success Executive will be an expert point of contact for customers and end-users, providing product support and resolutions to complaints and enquiries. They will be supplying data and reports to stakeholders within the business and acting as point of knowledge for customer feedback.

You will be responsible of:

Interact with our cardholders through inbound chats in timely manner

Identify and help solve cardholder's issues quickly and effectively

Ensuring to resolve all issues of card holders and communicate with relevant team to provide solution to the user

Working with a team of CSRs and other departments to find appropriate solutions

Escalate queries and concerns

Take complete ownership of providing support to costumers

Ensure all target KPIs are met as set by the line manager

Ensure all feedback received from customers is captured for review by the line manager

Responsible for Making Outbound Calls depending upon the business requirement.

Provide regular reports and summaries to the reporting manager

REQUIRED SKILLS AND PROFILE

Requirements

Must be a proven, effective and confident communicator.

Minimum 2 years of experience of working in a customer service role

IT literate, particularly with the Microsoft Office package.

Strong written skills that lend to clear and concise text-based communication.

Strong work ethic, with abilities to act independently, be self-motivated and work within the context of a larger team-oriented environment

Strong organizational and administrative skills.

Display a courteous telephone manner, applying judgement, tact and diplomacy to all.

Languages Required -Hindi/Urdu & English (Additional Languages is a bonus Malayalam/ Tamil/Bengali/Nepali/Arabic/Telugu/Kannada/Bhojpuri)

Rotational Shifts from 9:30 am - 11:30 pm (Indian Standard Time)

Education

High school diploma or equivalent - bachelor's degree preferred

Soft skills

Must enjoy and excel in team environment

Must have an upbeat and positive outlook

Must be dedicated and reliable

Customer orientation and ability to adapt/respond to different types of customers

Passion for customer

Able to speak and write good English

An excellent team player with a willingness to be flexible and adaptable

Good problem-solving skills

Ability to multi-task, prioritize and manage time effectively