Nium

Analyst/Senior Analyst – Customer Experience

Nium

full-time

Posted on:

Location Type: Hybrid

Location: Mumbai • India

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Job Level

Senior

About the role

  • Interact with customers via Chat and Email, handle occasional Outbound Calls when necessary.
  • Respond promptly to customer queries and follow up where required.
  • Gather and evaluate information to resolve product and service-related issues.
  • Provide accurate product and service information, coordinating with internal and external teams to resolve problems.
  • Handle complaints by analyzing root causes, providing optimal solutions, and ensuring follow-up until resolution.
  • Perform customer verification as required.
  • Organize workflow to achieve departmental objectives.
  • Share feedback on process efficiency and recommend ideas for improving customer experience.

Requirements

  • Bachelor’s degree with min 2-3 years of experience in Chat, Email, or Voice processes within financial services.
  • International experience – interacted with customers both in and outside India.
  • Strong empathy and a customer-first mindset.
  • Ability to prioritize, organize, and execute tasks with minimal supervision.
  • Excellent spoken and written English.
  • Hands-on experience with MS Office tools.
  • Comfortable working in rotational shifts (24x7x365) with 12 flexible leaves annually (no fixed public holidays).
  • Behavioral competencies - customer advocate, confident, go-getter, inquisitive, comfortable with technology, team player, flexible and looks for improvements.
  • Preferred - working knowledge of Payments and Cards.
Benefits
  • We Value Performance: Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs.
  • We Care for Our Employees: The wellness of Nium’ers is our #1 priority. We offer medical coverage along with 24/7 employee assistance program, generous vacation programs including our year-end shut down.
  • We provide a flexible working hybrid working environment (3 days per week in the office).
  • We Upskill Ourselves: We are curious, and always want to learn more with a focus on upskilling ourselves. We provide role-specific training, internal workshops, and a learning stipend.
  • We Celebrate Together: We recognize that work is also about creating great relationships with each other. We celebrate together with company-wide social events, team bonding activities, happy hours, team offsites, and much more!
  • We Thrive with Diversity: Nium is truly a global company, with more than 33 nationalities, based in 18+ countries and more than 10 office locations.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer verificationproblem resolutionprocess efficiencyPaymentsCards
Soft Skills
empathycustomer-first mindsetprioritizationorganizationexecutioncommunicationteam playerflexibilityinquisitivenessconfidence
Certifications
Bachelor's degree