Customer Service Analyst

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

The Role:

We are seeking a dynamic and experienced Customer Service Analyst ( Minimum 1.5 to 3 yrs experience) to join our team. This role requires strong communication skills and attention to detail, analytical skills, and a good understanding of processes and policies.

Roles and Responsibilities:

1. Adhere to company standards for call / transaction handling, including call time, first-call resolution rates, and merchant satisfaction metrics.
2. Quick turnaround time to answer Merchant queries and maintain the right categorisation of tickets
3. Keen attention to detail to execute transactions and proactive thinking.
4. Attention to detail and ability to analyze information accurately.
5. Strong problem-solving and decision-making skills.
6. Strong proficiency/ experience in handling merchants complaints and transaction requests through voice and email response processes.
7. Accurately document interactions in the CRM system.
8. Handle complaints and escalations professionally and effectively.
9. Adhere to all company policies, procedures, and regulatory requirements.
10. Identify and assess Merchant needs to achieve merchant satisfaction and deliver quality responses. Follow communication procedures and process guidelines.
11. Go the extra mile to engage with Merchants and aim at Merchant Delight

Mandatory Qualifications:

1. Minimum qualification - Bachelor's Degree
2. Minimum of 1.5 to 3 years of experience, preferably in the fintech or banking domain.
3. Experience in monitoring transactions and ensuring compliance with relevant regulations.
4. Excellent communication skills, both written and verbal.
5. Ability to multitask and manage time effectively.
6. Ability to work collaboratively in a team environment.
7. Knowledge of industry trends and best practices in fintech or banking preferable

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.

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