Freshers Customer Support

Mumbai, Maharashtra, India

Role Summary:

Raise is built on this core philosophy - we will bring exceptionally great products, awesome user experience and best in class customer service to our users. We have started with our first step by launching Investment & Trading platform – Dhan (www.dhan.co)

As a part of the Customer Support team with Raise, you understand that it is your responsibility to drive customer satisfaction.

You will work very closely with internal stakeholders, your team members in customer support team, management and most importantly our customers. You will display empathy with customers in all conversations, ensure you hear them well, and share with them the appropriate resolution (to the point) and if not now, get back to them at the earliest. We are building Raise to deliver an awesome customer experience – and your role is critical for us to deliver that promise.

If you are someone who is passionate about Financial Services and Fintech products in India wherein you feel the clients / customers should get the best possible experience, then you are looking at the place where you should apply. This would require you to be excited about the business and work with all stakeholders to drive excellence.

Expected Responsibilities:

To handle and resolve customer queries is your primary responsibility at the same time you will adhere to the quality standards for customer service. Make every effort to raise the bar in every interaction. Other than that:

To maintain a positive, empathetic, and professional attitude toward customers at all times.

Learn and get formally trained on the product in entirety so that one is able to respond rightly and promptly to the questions.

Take customer feedback across various touch points. You will be part of other channels like Voice, Email, Chat, etc from time to time.

Communicating and coordinating with Team Leaders as necessary and know when to efficiently escalate and resolve matters.

Keeping records of customer interactions, transactions, comments, and complaints.

To approach internal stakeholders for feedback on customer service quality and process, while also build sustainable relationship, trust with them through open communication.

Expected Skills:

We are a start-up and we are focusing on fast growth with quality products hence the ability to work in a fast-paced environment goes without saying. Other than that:

● Graduation from any field is a must.

● 0-2 years of experience. Freshers straight out of college / university. Experienced folks from airlines, hospitality, other customer facing industry will also be preferred.

● Self-starter, high on initiative and good confidence level to start things from scratch

● Excellent communication – both verbal and written that are needed for communicating with a range of people both internally and externally is a must have

● Strong interpersonal skills for building and developing professional relationships

This is an on-site opportunity. Our office is at Borivali (East), Mumbai.

Mumbai (western suburb line) candidates would be preferred.

Interested candidates can walk in for interviews from 10 am to 4 pm at:

Raise Financial Services (Dhan), Western Edge I, 3rd Floor, Off Western Express Highway, Borivali East, Mumbai, Maharashtra 400066

Our People & Culture

People and culture are the most important aspects of our business.

We are looking for team members just like us, in simple words - good people to work with and demonstrate following personality traits:

● Be super obsessed about ensuring customer satisfaction.

(We are here because of our customers, and will be here only if we serve our customers)

● We have a single opportunity to serve.

(Our customers will give us one opportunity to serve - we can’t let them down. Be it product, up times, customer service or any interaction we have to deliver a wow experience.)

● Respect your work, your team, your co-workers and our customers.

(The only way to get respect is to give it first)

● Speed is all that matters. Ship right and ship faster.

(You either help the team move ahead fast, or you slow it down. We prefer the first.)

● Humility & politeness over arrogance & over-confidence.

(If you are the smartest one in the room, bring up others to speed. We are here to serve our customers, not to prove a point.)

● Quality over quantity.

(It is fine if you pick up a few things to do, but do them exceedingly well.)

● Make your hands dirty irrespective of who you are.

(Our CEO & COO respond to customers every day. Our CTO codes every day. This is us.)

● Talent and Competency over Credentials.

● Entrepreneurial, ownership driven and disciplined.

(We trust you to help us gain and retain the trust of our customers and our stakeholders)

● Less words, more action.

(Believe in something? show it by doing things. Not just by talking about it)

● Flat hierarchy with open culture & conversations.

(You are among all of us, and we all are with you)

● Passionate about the business you are a part of.

(Do it because you are passionate about it, not because it’s your job.)

● Raise is an equal opportunity employer.

(We celebrate diversity and inclusion.)

About Raise Financial Services

At Raise, we are building technology-led consumer products & infrastructure services to serve Indians with Financial Services across financing, insurance, investing, payments and wealth.

We are building for the financially aware & financially literate users, largely focussing on the top 25 Mn+ tax paying residents in metros, urban cities & towns in india. Raise will offer consumer products & services that cater to these users, and will offer the same technology & infrastructure to partners in the startup ecosystem willing to take the experience to everyone in India.

We will launch a series of consumer products, expect the first ones to be available in 2021. Our focus is on 3 core aspects - build great products, deliver awesome experiences and provide exceptional customer services to our users.

Raise Financial Services is founded by Pravin Jadhav, ex-Founder, Managing Director & CEO of Paytm Money. Pravin was also earlier Chief Product & Growth Officer at Servify, Head of Growth at Freecharge and held other leadership roles in prominent technology led consumer startups in India. Raise Financial Services is back by Mirae Asset, one of the world’s largest asset managers with over $450 Billion USD under management, and also by Founders & CEOs of leading technology startups like CRED, Flipkart, PhonePe, Pine Labs, Udaan, Freshworks, Freecharge, Jupiter, Shaadi and others.

Connect with us: www.raiseholding.co

Learn more about our Investing Platform – www.dhan.co

Email your resume to: [email protected] and [email protected]