CX Agent (Voice)
Fi MoneyBengaluru, Karnataka, India
Posted May 27, 2024
Full Time
About the Company
Fi Money is a financial technology company focused on revolutionizing how Indians manage their money. Through an intuitive app that simplifies spending, investing, and saving habits, Fi Money empowers users with informed decision-making. The company prides itself on its global expertise in tech and design, ensuring a secure and user-friendly experience. Fi Money's mission is to build fulfilling careers for its team while driving innovation for the next billion Indians.
Job Description
Fi Money is a new age money management app designed to simplify your financial life. The CX Agent (Voice) will support users through chat and call interactions, addressing customer issues efficiently and resolving queries within SLA.
Requirements
- Attend and respond to user queries efficiently across calls and chat channels.
- Achieve closure of at least 80% tickets within defined SLAs.
- Use internal tools (Sherlock, Freshdesk, Ozonetel, Guru) for ticket handling, documentation, and resolution tracking.
- Analyse user issues, determine whether to resolve at first contact or escalate when necessary.
- Communicate effectively with clarity, empathy, and accuracy in both Hindi and English.
- Ensure high-quality ticket handling with ownership and accountability.
- Support team members when required — especially during high volume or critical cases.
Benefits
- Full-time employment
- On-site location