About us : 

ZestMoney is creating the future of finance. We are on a mission to completely democratize finance using data and technology. Our first product is the wildly successful, completely digital Cardless EMI that is making life affordable for millions of people in India. Today we are the biggest non-bank EMI provider on Flipkart, mi.com, Paytm, MakeMyTrip and 1000+ more brands. We are bringing digital credit to the mass market in India and significantly improving the economy through financial inclusion.

Roles and Responsibilities : 

As an Escalation Associate, you will be at the front of handling and resolving customer complaints and Grievances from various touch points (Not Limited to Complaints, Social Media Escalations, Consumer Forum complaints, etc.). You will work with other departments and ensure a closure and recovering a customer's experience.

- Tracking all Customer complaints/escalations on a real time.

- Acknowledge all customer complaints, connect with customers (Over emails as well as on calls), understand the problem clearly and assure a timely resolution.

- Coordinate and follow up internally for an end-to-end closure on each complaint handled.

- Proactively escalate cases which are about to breach standard TAT.

- Work on RCAs (Root Cause Analysis), of complaints handled, to facilitate process improvement internally.

- Liaison with team members and team leads on a regular basis.

- Publish MIS on Escalation Cases and follow up steps to be shared with Team Leaders for Agent coaching and improvement.

- Adhere to compliance policies.

Required Skills & Experience :

- A strong Customer centric approach.

- Can work under pressure and handle difficult conversations.

- Can understand problems clearly.

- Ownership and solution-oriented approach should understand and deliver end to end resolutions.

- A team player can coordinate and liaise with internal and other departments seamlessly.

- Fluent in written and conversational English. Regional Language Hindi, Kannada, Tamil, Telugu is a strong plus.

- Academic qualifications- Bachelor's Degree preferred or equivalent experience considered.

- 1 -2 year experience in customer service (or related fields), fresher's can be considered who matches above criteria.

Preferred Skills :

- Background in customer service, escalations/complaints handling, social media handling.

- Experience in email handling, inbound calls.

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