Job Scope
As our Customer Experience Analyst, you will be the “Bamboo” that our users see. You will be at the forefront in interacting with Bamboo users and collecting feedback to help move the product in the right direction.You will work with the product team by surfacing customer feedback and learning from past requests to implement new features, and improve existing features.
You will be the middleman between our users and all internal teams. You know what works well and what needs some tweaking. Understand the different needs and objectives of our customers, and recommend solutions to achieve them.
What you will be doing:
- Handling inbound user support queries and resolving them completely, working with multiple teams if needed (our current support channels are via live chat, email, social media and scheduled calls).
- Inspiring confidence and trust to the Bamboo user community through open and interactive communication.
- Conducting outbound customer interviews to research user experience and gather useful data for product and process improvements.
- Ensuring that Bamboo users get a stellar experience that matches what the brand stands for.
- Identifying user needs and liaising with internal teams – partnerships, product, settlement and operations in order to reach solutions
- Troubleshooting performance issues that our users are facing when using our product, by deep diving into data and identifying actionable insights. Communicate and collaborate cross-functionally to ensure customer requirements are well known to the relevant stakeholders.
- Escalating and raising red flags whenever users have complaints or issues, and following up to ensure speedy resolution.
Who you are
You'd be a good fit if
- You have 2 years of Customer Service experience within a fintech, payments, e-commerce, or call centre environment
- You have the ability to manage customer issues in a competent, patient, and professional manner.Enthusiasm and desire to learn and acquire new industry, company, product, or technical knowledge and best practices
- You are passionate about startups, enjoy helping others, love to create initiatives that make a difference and always bring a smile, plenty of energy and pride to their work.
- You have effective verbal, written, and presentation skills to articulate ideas and plans clearly, accurately, and effectively with all levels of internal and external audiences.
- You are known for being a creative problem solver with the attitude that there is no problem that cannot be solved, fixed, or mitigated.
- You’re cool with candid feedback and see every setback as an opportunity to grow.
- You have a “can do” attitude. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
- You have Excellent written and spoken communications skills with an ab