Analyst - Customer Experience
Mumbai / Bangalore
Operations – Customer Experience /
Full-time /
Hybrid
Nium, the Leader in Real-Time Global Payments
Nium, the global leader in real-time, cross-border payments, was founded on the mission to deliver the global payments infrastructure of tomorrow, today. With the onset of the global economy, its payments infrastructure is shaping how banks, fintechs, and businesses everywhere collect, convert, and disburse funds instantly across borders.
Its payout network supports 100 currencies and spans 220+ markets, 100 of which in real-time. Funds can be disbursed to accounts, wallets, and cards and collected locally in 35 markets. Nium's growing card issuance business is already available in 34 countries. Nium holds regulatory licenses and authorizations in more than 40 countries, enabling seamless onboarding, rapid integration, and compliance – independent of geography. The company is co-headquartered in San Francisco and Singapore.
Where do you come into the picture?
Over the years we have slowly and steadily recruited some of the best in the business and every day they bring us closer to our full potential. In the five years since our inception, we have evolved significantly as a company, but customer obsession has always been at our core. We believe that cross-border money transfers should be seamless; and every customer using our services should have a smooth, cost-effective and a transparent experience. In this light, our Customer Experience executives play a very critical role in creating customer delight. They are the frontline support for all our Retail customers to help problem solve any and every issue they might be facing when undertaking international remittance with Nium. We are now also extending our Customer Experience capability to some of our clients who are organizations (B2B, B2B2C).
What would a day in your life @ Nium look like?
- As a Customer Experience Analyst / Senior Analyst you will deal directly with customers on Chats and Emails. In a small number of cases, you may be required to make Outbound Calls where the customer needs support that cannot be fulfilled on Chat /Email.
- Respond promptly to customer queries (and follow up where required)
- Obtain and evaluate all relevant information to handle product and service queries
- Serve customers by providing product and service information, resolving product and service problems through co-ordination with internal and external departments and/or parties.
- Resolve customer complaints through analysis of the problem; providing optimum solutions, expediting correction or adjustment and follow up to ensure resolution
- Perform customer verification.
- Organize workflow to meet department objectives
- Provide feedback on efficiency of the Customer Experience process, recommend new ideas to improve Customer Experience and Department Efficiency.
Requirements:
- Has a Bachelor degree with 1-5 years of experience in Chat / Email / Voice based process of a financial services business
- Experience in an international context -has interacted with customers in & outside India
- Has a high empathy quotient and keeps the customer in the center of day-to-day work
- Can prioritize, organize and execute tasks with minimal supervision.
- Grammatically correct spoken & written English.
- Hands-on experience in MS Office and tools within it
- Is comfortable working in a rotational shift (shift changes every 2 weeks), 24X7X365. As a Global organization, Operational Teams have no fixed holiday model (Public/National Holidays) instead are supported with 12 flexible leaves which can be availed across the year basis business requirements & holiday plans for the whole department)
- Behavioral competencies – customer advocate/confident/go getter/inquisitive/comfortable to work on systems, can relate to tech as an end user/team player/flexible/looks for improvements
- Behavioral competencies – customer advocate, confident, go getter, inquisitive, comfortable to multitask on systems, can relate to Tech as an end user, team player, flexible, looks for improvements in pursuit of Customer Experience.
- Preferred - working knowledge of Payments or Cards or Both.
Benefits :
- Comprehensive Health Insurance
- Home Office setup allowance
- Training & Development
- 24x7 Employee Assistance Program
- Generous Parental and Family leave
- Year-end leaves.
What we offer at Nium
We Value Performance: Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs, we ensure that all our employees are well rewarded and incentivized for their hard work.
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 also 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 Constantly Innovate: Since our inception, Nium has received constant recognition and awards for how we approach both our business and talent opportunities.
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. As an equal opportunity employer, we are committed to providing a safe and welcoming environment for everyone.
For more information visit www.nium.com
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