Customer Support Specialist

Location

Thane | India

Job description

We are looking for talented Customer Support specialists to join our Product operations team in India (Thane)

Minna connects global banks and fintech with subscription businesses to give consumers self-serve subscription management in-app. Minna is a technology partner to top-tier financial institutions, fintech and subscription businesses, providing subscription management functionality for 50+ million banking and fintech customers across the United States, United Kingdom and Europe.

Minna builds the infrastructure that links Subscription Merchants (such as Netflix, Spotify, Amazon) to leading Financial Institutions (Lloyds Bank, ING Belgium, Swedbank to name a few). This connection enables consumers to effortlessly manage their subscriptions by performing actions like canceling, pausing, or changing their plans.

Responsibilities:

• Efficiently manage cancellations and monitor cancellation status for merchants
• Initiate and execute workflows for cancellations at various stages of the cancellation journey with merchants
• Provide friendly and efficient customer service support via chat, calls, emails, and other channels
• Familiarity with Minna's Merchant Registry and classifications for merchants, services, and categories
• Proficiency in understanding subscription terms and pulling relevant information from internal systems to support Account Management, Sales, and other queries
• Conduct outbound calls to customers for subscription management and issue resolution
• Handle incoming queries from customers and merchants, ensuring timely resolution and escalation when necessary
• Collaborate with cross-functional teams to improve processes and enhance the customer experience
• Maintain accurate records and documentation of customer interactions and issue resolutions

Requirements:

• Fluent in English with a minimum of 2-3 years of work experience in an International Call Center (US Voice Process or UK Voice Process)
• Comfortable working full-time in English and willing to work in US or UK shifts, must be flexible with work timings.
• Demonstrated ability to deliver excellent customer service and resolve issues with good judgment
• Strong analytical abilities for troubleshooting and problem-solving
• Appreciation for routine tasks and ability to follow clear instructions
• Comfortable multitasking to manage calls, emails, and chats simultaneously in an outbound calling process
• Strong communication skills, both verbal and written, with a friendly and professional tone
• Ability to adapt to a fast-paced and technologically advanced environment
• Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively

Our global benefits

• 25 days holiday plus public holidays
• Private health insurance
• Subscription allowance

Find more information about our benefits here

Minna is an equal opportunities employer and does not discriminate on the basis of race, nationality, ethnicity, skin colour, religion, disability or sexual orientation. We celebrate and embrace a diverse workforce and are committed to building a team that represents a variety of backgrounds, perspectives and skills.

Job tags

Salary