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Job Description:
#Job Description
Importance of the role
-You will live and breathe the maxim “Our customers' success is our success”. If we choose each other, you will do this by—
-Making it your responsibility to address customer/client issues and resolve them in a timely and efficient manner. Your key objective would be to focus on building a long-standing relationship with the client and ensure this happens with a combination of empathy, organisation, and timely follow-through.
-You would be the first point of contact for a customer of Setu and act as the gatekeeper. This would include handling complaints, providing appropriate solutions, and identifying alternatives within the agreed upon TATs, thereby identifying areas for improvement in the process and the product.
Since you will be involved in multiple phases of the customer lifecycle, you will have a bird’s eye perspective of their journey with Setu. Over a period of time, you will monitor customers’ happiness closely so that you are able to offer solutions even before issues occur.
-You will also liaise with members of the engineering and product teams to resolve issues.
#Requirements
What will you do at Setu?
-Your role would involve managing the support and operational activities on behalf of the client. You will act as a liaison between the client and your organisation, ensuring smooth operations and delivering excellent customer support. You will do this by—
-You will be expected to work out of our client’s location.
-Perform daily financial transactions like verifying, calculating, reconciling and settling transactions.
-Daily reconciliation of funds received and settlements issued to merchants.
Respond and resolve settlement disputes raised by partner.
-Ensure payouts are as per RBI guidelines and within allowed TAT.
-Working with the Support and Engineering teams to ensure issues are resolved in a timely fashion and establish relationships with all teams across the organisation.
-Collect and analyse support metrics to guide decisions about product and support quality.
-Evaluate measurement criteria to identify trends and drive improvements in organisational performance, including customer satisfaction, operating efficiency, and service quality.
About Company:
Setu empowers businesses to reimagine financial products for the next billion users. We build low-cost, modular API infrastructure so that businesses can go live with a fintech product or service in a matter of days, not months.
We firmly believe that the only way to make financial products accessible to millions is to remove the red tape involved and switch to a completely digital infrastructure that can handle these small-ticket, high-volume transactions.
