CX Associate

Job Description: Customer Experience Associate

Skydo is looking for a Customer Experience Associate / Senior Associate to join our Customer Experience team. This role will report to the Head of Customer Experience and will be responsible for embodying our customer obsession. Join us in delivering unparalleled service and support, ensuring every interaction reflects our dedication to customer satisfaction.

Role & responsibilities

1. Serve as the primary point of contact for clients regarding cross-border payment inquiries, escalations, and issue resolution.

2. Provide timely and accurate assistance to clients via phone, email, and chat channels, addressing their queries and concerns effectively.

3. Collaborate closely with internal teams, including tech, operations, product, and compliance, to resolve complex client issues and improve overall service delivery.

4. Proactively identify opportunities to enhance the client experience and streamline support processes.

5. Maintain comprehensive knowledge of our products, services, and industry regulations to effectively support clients and provide informed guidance.

6. Assist in the development of support documentation, training materials, and knowledge base articles to facilitate client self-service and internal training initiatives.

7. Generate daily Management Information System (MIS) reports to track key operational metrics and performance indicators.

Qualification & Skills

1. Bachelors degree in Business Administration, Finance, Engineering or a related field.

2. 2-4 years of experience in a customer support role, preferably within the financial services or fintech industry.

3. Exceptional communication skills, with the ability to articulate complex concepts clearly and concisely to both technical and non-technical audiences.

4. Proven track record of delivering high-quality customer service and effectively managing client relationships.

5. Detail-oriented with excellent problem-solving and analytical abilities.

6. Strong analytical skills with the ability to generate and interpret MIS reports.

7. Proficiency in Microsoft Office Suite, Ticketing and CRM softwares.

8. Fluency in English and Hindi is mandatory. Proficiency in additional regional languages is considered a strong asset.