Associate Customer Success

Job Description

Responsibilities

As a Associate Customer Success at Razorpay Curlec, you will play a pivotal role in ensuring the long-term success of our valued merchants using Razorpay Curlec. Your daily responsibilities will encompass various aspects of customer satisfaction and engagement, including:

• Seamless Onboarding: You will take charge of the onboarding process for new merchants, collaborating with cross-functional teams to ensure that the merchant’s onboarding experience is not only smooth but exceptional.
• Responsive Support: Promptly address merchant queries, providing effective solutions within defined Service Level Agreements (SLAs). Your responsiveness will contribute to a high level of merchant satisfaction.
• Internal Advocacy: Act as a dedicated advocate for our merchants within the company. You will gather, analyze, and deliver informed and quantified feedback to relevant teams to enhance the merchant experience.
• Tools and Collaboration: Utilize state-of-the-art Customer Success tools and work closely with the broader Success team to maintain a consistent and exceptional level of service for our merchants.
• Issue Management: Coordinate and manage critical issues by collaborating with our Operations and Engineering teams. Your ability to drive resolutions will be crucial in maintaining high merchant satisfaction.
• Process Refinement: Collaborate closely with the Head of Customer Success to continuously refine and improve operational processes, ensuring efficiency and a customer-centric approach.
• AI-Driven Productivity & Support: Leverage AI tools to enhance customer support efficiency, improve response quality, and generate actionable insights from merchant interactions to support continuous service improvement.

Requirements

• Bachelors degree in any field. Have 2 years of experience in Customer Service/Success from banking/fintech/IT industry
• Fresh graduate are welcome to apply!
• Enjoys solving problems but prefers preventing them
• Having a proven track record in understanding complex problems and providing suggestions and solutions to those problems.
• Enjoys building and developing relationships with clients and internal stakeholders
• Having a strong business acumen will help in your solutionizing with clients
• An ability to stay organised and calm, even in fast paced high pressure situations
• Self-driven to do your best in any environment and circumstances 
• Experience in prioritising your time between multiple issues which vary in urgency
• A strong belief that clients should be at the forefront of our efforts and a commitment to delivering great support and service
• Strong communication skills are imperative in this role.  Your ability to convey information clearly and effectively will facilitate successful client interactions, internal collaboration, and process improvements.
• Mandarin speaking skills is an added advantage
• Familiarity with AI tools (e.g., ChatGPT) to support communication, problem-solving, and day-to-day productivity.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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