Customer Support Representative at Ava Finance
Job Description:
About Us
The financial system isn’t built to help most people. It works against you, with complicated rules and hefty penalties. That’s why we made Ava. We’re on a mission to level the playing field and help Americans keep more of their money.
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We’ve been working together on this journey for over 2 years and have the backing of top-tier investors like Greylock, Firebolt & Precursor. These are the same investors that backed companies like Square, Affirm, Stripe, and PayPal.
About the Role
A Customer Support Representative, or CSR, will provide support related to product/services information, answer queries, and resolve/escalate any emerging problems that our customer accounts might face with accuracy and efficiency.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
You will be the first point of contact when a customer has a problem or requires assistance with Ava’s products. A customer service representative should be able to interact with a customer and immediately pinpoint the context of their problem. Support agents should have sound knowledge of the product/service, which will help them suggest a solution to the customer right away. If the customer complaint is beyond the immediate scope of the support rep, they should escalate the problem to the correct internal team(s) and also follow up with them regularly for updates on the progress.
Here’s a look at all the key responsibilities:
Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
Have the ability to work independently under pressure.
Provide accurate, valid and complete information by using the right methods/tools.
Take ownership of customer issues.
Escalate unresolved issues to relevant internal teams.
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers.
Follow policies of the company.
Collect prompt and accurate customer feedback.
Use software and platforms correctly.
Requirements and Skills:
Educational degree, bachelors level strongly preferred.
Minimum 1-2 years customer service experience.
Familiarization with the software used to connect with customers and gather their information.
Candidates must be flexible and able to work on nights, holidays and weekends. Shifts will be 8 hours per day, MUST be able to work at night and give updates with hourly reports.
Have a strong handle of the English language and excellent written communication skills.
Must have strong interpersonal skills, a positive attitude and the ability to stay calm when customers may be stressed or upset.
Have the ability to multitask, prioritize, and manage time effectively. Pay close attention to detail and have strong organizational skills.
Must pass our skills assessment and have the ability to fulfill targets.
Must have reliable transportation.
Preferred: to be able to work in Chandigarh on site, we also offer Remote/Work From Home opportunity.
Experience with Zendesk or other similar platforms a plus!
*Please send a detailed resume of your work experience.*
What we offer
- 3-month contract. Full-time position after successful completion of the 3-month contract.
- Highly competitive salary and great work environment.
- Paid 2 weeks training.
Send us your resume and kickstart your career growth at Ava Finance!
Job Type: Full-time
Contract length: 3-12 months
Salary: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Flexible schedule
Schedule:
- Evening shift
- Night shift
Ability to commute/relocate:
- Ludhiana, Punjab: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Do you have experience with chat services, replying to customer questions through chat or email process?
- What is your typing speed?
- Are you able to work late hours, overnight, until 3 or 4 am?
Education:
- Bachelor's (Required)
Experience:
- total work: 2 years (Required)
Language:
- English (Required)
Shift availability:
- Night Shift (Required)
- Overnight Shift (Preferred)
