Cashfree – Senior Customer Success Role (3-6 yrs)

– Handle escalation emails from Tier 1 and 2 Customers/Merchants, Refund Escalations and Customer Escalation emails/chats.

– Maintaining a positive, empathetic and professional attitude toward customers at all times.

– Responding promptly to customer inquiries.

– Communicating with customers through various channels.

– Acknowledging and resolving customer complaints.

– Knowing our products inside and out so that you can answer questions.

– Carrying on quality/audits on a weekly basis.

– Keeping records of customer interactions, transactions, comments and complaints.

– Communicating and coordinating with colleagues as necessary.

– Providing feedback on the efficiency of the customer service process.

– Managing a team of customer service representatives who handle Emails, Chat (Intercom) and support calls for Customer/merchants.

– Ensure customer satisfaction and provide professional customer support.

– Strategize and monitor daily activities of customer service operation.

– Assisting customer service staff with duties where required.

– Maintaining documentation pertaining to customer service department activities.

– Performing additional duties where needed.