Value1

Customer Support

• Customer Assistance: Serve as the first point of contact for customers seeking assistance with our platform's services, including digital gold transactions, travel bookings, insurance queries, loan applications, and online deals.
• Membership Benefits: Educate customers about the exclusive club membership benefits, highlighting the advantages and privileges they can enjoy.
• Gold Rewards: Explain and facilitate the process of earning and redeeming gold rewards for members, ensuring a seamless experience.
• WhatsApp and CRM Support: Provide prompt and helpful support to customers through WhatsApp and our Customer Relationship Management (CRM) system, resolving their queries, complaints, and concerns.
• Voice Support: Offer voice support to customers when necessary, ensuring a high level of service quality and effective issue resolution.
• Product Knowledge: Maintain a deep understanding of our platform's services, offerings, and updates to assist customers effectively.
• Issue Resolution: Investigate and resolve customer issues or concerns by coordinating with relevant departments and following up to ensure customer satisfaction.
• Documentation: Accurately record customer interactions, feedback, and case details in the CRM system for future reference and analysis.
• Feedback Collection: Gather customer feedback to help improve our services and enhance the overall customer experience.

Customer Support Executive

Data Engineer

• Develop and maintain PySpark data pipelines and transformations
• Perform data cleaning, feature engineering, and build statistical/ML models
• Write SQL for data analytics and data transformations
• Work on Unix-based platforms including shell scripting and scheduling cron jobs
• Work within big data ecosystem tools such as Hadoop and Hive and use GitHub for version control
• Use GCP for cloud-based data solutions, data modelling, and data quality assessment and control
• Collaborate on projects involving banking and financial services data and adapt to changing technical environments

Data Engineer, PySpark

QA Engineer

• Provides technical support to the Call Center quality assurance program
• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center
• Performs mock calls with new hires after training has been completed to determine readiness for moving into support
• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites
• Uses Call Center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continued success in quality of service
• Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities
• Provides structured and timely recommendations through verbal and/or written feedback to Call Center Leadership Team, management, and training
• Collaborates with Call Center leadership and training team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience
• Assists with the design and successful delivery or workshops and training
• Observes and complies with all District and mandated safety rules, regulations, and protocols
• Performs related duties as assigned

Customer Support Executive

Data Engineer, PySpark

Quality Assurance Analyst, Customer Service