Customer Experience Analyst

Know the Company :

PeepalCo is a canopy for brands serving India with tailored wealth-tech products, Making Money Equal for All. Founded by Ashish Singhal, Govind Soni, and Vimal Sagar Tiwari, PeepalCo's products include CoinSwitch and Lemonn. The Group is backed by blue-chip investors including Andreessen Horowitz (a16z), Tiger Global, Peak XV Partners (formerly Sequoia Capital India), Ribbit Capital, Paradigm, and Coinbase Ventures.

PeepalCo is the brand name for our Group entity and will house all our wealth-tech brands. The largest of our brands, CoinSwitch, Lemonn will be housed under PeepalCo. For more information, visit: https://peepal.co | For media queries, contact: [email protected]

About The Role

This role requires the member to assist with troubleshooting and resolving all the queries that we receive from our customers and partners over our support portals. Apart from that you would be given additional responsibilities to reach out to our users with respect to the Indian target audience over calls to help with market research and growth of the company.

What You Will Do

• You should be able to demonstrate an ability to effectively engage and interact with customers on calls/email/chat.

• You understand the customer's query and identify the customer's needs and give the best resolution to the customer.

• Coordinate with cross-functional teams to resolve any issues.

• Handle Real-time queries of the customers from different channels (Chat/Email/Call/Social media).

• Provide an analysis of our existing customer base to avoid and minimize risks in the field.

• Define and drive changes to our product with the development engineering team, given feedback from customers and field implementations.

What You Should Have

• 1 to 2 years of experience working in a customer satisfaction role.

• Prior experience in voice and non-voice process and understanding of basic etiquettes for customer happiness.

• Willing to work in rotational shifts.

• Self-starter, positive attitude, ability to continuously develop and adapt to a growing team.

• Adhere to standardized processes, compliance without compromising customer experience.

• Strong communication (English & Hindi), organizational, motivational and time management skills.

• Prior experience in the Fintech/Stocks/Mutual Funds domain will be an added advantage.

Life at PeepalCo

We take great pride in what we do and are committed to our mission. And we have a lot

of fun while at it!

Here’s how we do things at PeepalCo:

• Customer-first: That’s the North Star. Everything we do is to make our users’ investment experience better and simplified

• Ownership: We don’t sport lab coats, but we experiment—a lot. And we take ownership. We even have a catchphrase for this: Think big, fail fast, and build better.

• Data-driven: The source of truth. Simple as that.

• Fun: PS5, anyone? Or do you prefer Foosball? Or perhaps Carrom? And yes, our HR team has a whole list of activities: Disco nights, offsites, gift boxes, and more!
  

Speaking of lists, the perks and benefits are so extensive, this space isn’t enough. Here are a few:

• Parenthood: Up to 8 months of Maternity leave and 1 month of Paternity leave

• Gender Reassignment Surgery: Be the best version of you! We’ll support you and reimburse your medical bill.
  

Disclaimer: We are an equal opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce