Job Role: Customer Happiness Champion

Experience: 2-3 Years

Location: Mumbai, Ghatkopar

Position Summary

As a Customer Happiness Champion, you will be the first and most critical point of contact for users. Operating in a near real-time environment, your role is to deliver fast, accurate, and empathetic support while ensuring issues are resolved—or correctly owned—before closure. You’ll play a key role in shaping users’ perception of Company through every interaction.

Qualifications & Experience

• 2–3 years of experience in customer support (financial services / crypto is a plus) Skills & Competencies

• Ability to think clearly and respond calmly in high-volume, fast-paced environments

• excellent command over English & Hindi – written and spoken

• Strong problem-solving mindset with attention to detail

• Comfort working in rotational shifts

• Obsession with resolution quality, accuracy, and customer satisfaction

• Ability to multitask without losing ownership or context.

Key Responsibilities

• Handle incoming user conversations across live chat and messaging channels with speed, clarity, and empathy

• Handle inbound and outbound calls to resolve user queries, follow up on open issues, understand customer concerns, and proactively assist users when required

• Provide clear resolutions, not just responses—ensuring conversations and calls are not prematurely closed and that the customer has a clear understanding of the next steps

• Identify issues that require escalation and own the communication till final resolution, even if the resolution involves internal teams

• Conduct outbound calls for proactive support, issue resolution, user feedback, retention, and follow-ups based on defined processes and customer segments

• Detect patterns in chat and call queries to proactively flag product bugs, UX gaps, or process failures

• Use macros and approved responses smartly while ensuring communication is personalized, context-aware, and appropriate to the customer’s situation

• Maintain strict adherence to quality, compliance, call etiquette, and customer experience guidelines across chat and voice interactions

• Contribute insights to improve chat and call workflows, macros, processes, and CSAT outcomes

• Be flexible to support chat, inbound calls, and outbound calling based on business requirements and customer volumes.