Customer Service Associate

Location: India, Hyderabad
Department: Customer (Member) Operations
Posted: November 7, 2024

What we’re looking for:

As a Customer Service Associate, you would be helping businesses across the UK to become success stories every day. You’ll love talking to people and have an empathetic nature along with a passion for solving customer problems. You will play a key part in helping Tide expand by providing around the clock support, every day of the year. Solving problems quickly and giving clear and honest advice is what sets us apart from the traditional big banks. 

We are looking for someone who is proactive and not afraid to take on new challenges. Putting the customer at the centre of everything you do plays a key role in our success. You’d be a great fit if you are willing to take responsibility, if you are energetic and reliable, and if you are ready to demonstrate high ethics and morale, working as an integral part of our team.

• Leading day-to-day direct communication with customers over chat and email, and, whenever needed – over the phone (perform outbound calls to customers when requested by them);
• Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones;
• Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance);
• Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, and direct debits;
• Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks;
• Going through multiple tailor-made trainings and courses to help you elevate your skillset and knowledge and make the next step in your career with Tide;
• Working on night shifts, weekends and holidays included, based on a schedule that takes into account your preferences, but also meets the needs of the business;

As a Customer Support Associate you’ll be doing:

• Leading direct communication with customers over chat and email, and, whenever needed – over the phone (perform outbound calls to customers when requested by them.
• Following established procedures and guidelines, but also participate in creating new processes or improving the existing ones.
• Delivering a 5-star customer experience based on a set of pre-defined metrics (Customer Satisfaction, Volume Contribution, Quality Assurance).
• Getting to grips with tough banking challenges like unfamiliar transactions, missing payments, and direct debits.
• Helping mentor new members of the team, and support them with your wisdom and experience and help out with common back office tasks.
• Going through multiple tailor-made trainings and courses to help you elevate your skillset and knowledge and make the next step in your career with Tide.
• Working on night shifts, weekends and holidays included, based on a schedule that takes into account your preferences, but also meets the needs of the business.
• Role will be hybrid in the future – you will be expected to spend some of the days working from the office
• Role is for a team that operates 24/7 and would include rotational shifts

What makes you a great fit:

• You are comfortable talking to customers (phone, chat, email) and experience liaising with and responding to member queries (however difficult). Customer-focused mindset is a must! 
• You have 1-4 years of experience as a customer support associate
• You are willing to handle customer requests via chat, phone, or email
• You enjoy finding novel ways to solve difficult problems
• You are always on the lookout for recurring issues and help create new workflows to solve them
• You are comfortable using industry tools like Kustomer, GSuite, and Jira
• You have excellent spoken and written English skills (C1 or higher)
• You are proactive, ready to take decisions and have strong organisational skills and morale
• You have relevant experience working in customer service
• Having finance industry experience is considered an asset
• Graduation is a mandatory consideration to apply for this role

What you’ll get in return:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities