Associate - Customer Success Job in Cashfree Payments

Position: Associate - Customer Success

Employment Type: Full Time

Department: Customer Success

Location: Bengaluru

About the Role:

As an Associate in Customer Success, you will be the frontline point of contact, resolving customer queries promptly and ensuring an exceptional customer experience. You will manage inquiries via email, chat, and phone, adhering to company guidelines and SLAs to deliver timely and effective solutions.

Key Responsibilities:

• Address and resolve customer queries across multiple channels (email, chat, phone) promptly and professionally.
• Maintain high standards of customer service to build trust and ensure satisfaction.
• Collaborate with business and internal teams to resolve complex issues and provide timely updates.
• Utilize available tools and resources to efficiently troubleshoot and resolve customer concerns.
• Stay informed about industry trends to continuously improve support processes.
• Develop strong relationships with customers and internal stakeholders to facilitate seamless communication and issue resolution.
• Analyze customer feedback to identify improvement opportunities and drive enhancements in service quality.
• Provide regular reports and insights on customer support metrics to senior management.

What You ll Bring:

• 2-5 years of experience in customer support, preferably in fintech, email/chat processes, or escalation management (including L2 escalations).
• Strong verbal and written communication skills.
• Excellent problem-solving and analytical abilities to handle complex customer issues.
• Interpersonal skills to build trust and collaborate effectively across teams.
• Ability to work independently in a fast-paced environment while managing multiple priorities.
• Solid understanding of customer support industry dynamics and business acumen.
• Proficiency with customer support software and tools.
• Effective time management skills to meet SLAs and business goals.

Preferred Qualifications:

• Experience within the FinTech sector or related background, with knowledge of fintech operations and solutions.