Experienced Customer Support Associate / Senior Associate – Merchant Services and Social Media Management

About blithequark blithequark is India's leading mobile payments and financial services distribution company, pioneering the mobile QR payments revolution in the country. Our mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology. At blithequark, we build technologies that help small businesses with payments and commerce, empowering them to grow and thrive in the digital age. About the Team The MHD CST Team at blithequark comprises service associates who play a vital role in helping merchants get onboarded on our platform. Our team's primary objective is to ensure that merchants have a seamless and positive experience with blithequark's Merchant services. As a Customer Support Associate / Senior Associate, you will be an integral part of this team, working closely with merchants to resolve their concerns and provide exceptional support. About the Role We are seeking an experienced Customer Support Associate / Senior Associate to handle concerns and complaints raised by merchants on a day-to-day basis across multiple social media platforms. The successful candidate will be responsible for ensuring that daily tasks are closed within the defined Turn-Around-Time (TAT) while maintaining a high level of customer satisfaction. If you have a passion for delivering exceptional customer service, are proficient in social media management, and have a strong problem-solving skill set, we encourage you to apply for this exciting opportunity. Key Responsibilities Resolve day-to-day queries of merchants via chat, ensuring prompt and effective solutions to their concerns. Oversee the day-to-day management of campaigns, ensuring brand consistency across all social media platforms. Develop and implement a timeline to achieve targets, prioritizing tasks to meet deadlines and performance metrics. Supervise all aspects of social media interaction between customers and blithequark, ensuring a positive customer service experience. Ensure brand consistency in copy through tone, voice, and terminology, maintaining the highest standards of communication. Collaborate with internal teams to resolve merchant complaints and concerns, fostering a culture of teamwork and open communication. Essential Qualifications Any Graduate, with a strong academic record and a passion for customer service. Previous experience in team handling Chat/Email Support, with a proven track record of delivering exceptional customer service. 1+ years' experience in social media escalations management, with a deep understanding of social media platforms and their applications. Exceptional multi-tasking skills, with the ability to prioritize tasks and manage multiple projects simultaneously. Strong problem-solving skills, with a logical and methodical approach to resolving complex issues. Preferred Qualifications Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to changing circumstances. High level of drive, initiative, and self-motivation, with a strong desire to learn and grow with the organization. Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders. Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions. Why Join blithequark At blithequark, we offer a collaborative, output-driven work environment that brings cohesiveness across businesses through technology. As a Customer Support Associate / Senior Associate, you will have the opportunity to: Improve the average revenue per use by increasing cross-sell opportunities, contributing to the growth and success of our merchants. Receive solid 360 feedback from your peer teams on your support of their goals, fostering a culture of open communication and teamwork. Earn respect from your peers and manager, based on your performance and contributions to the team. Be part of a dynamic and innovative organization, committed to democratizing credit for deserving consumers and merchants. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Support Associate / Senior Associate, you will have access to: Comprehensive training and development programs, designed to enhance your skills and knowledge. Opportunities for career advancement, with a clear path for professional growth and development. A dynamic and supportive work environment, with a strong focus on teamwork and collaboration. Regular feedback and coaching, to help you achieve your goals and realize your full potential. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive work environment. Our company culture is built on the values of: Respect, for our employees, customers, and partners. Integrity, in all our interactions and business dealings. Innovation, with a strong focus on creativity and experimentation. Teamwork, with a collaborative and supportive approach to achieving our goals. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support your well-being and career growth. These include: A competitive salary, with opportunities for performance-based increments. Comprehensive health insurance, with coverage for you and your family. Opportunities for professional growth and development, with a clear path for career advancement. A dynamic and supportive work environment, with a strong focus on teamwork and collaboration. Conclusion If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for the Customer Support Associate / Senior Associate role at blithequark. With our commitment to innovation, teamwork, and customer satisfaction, we offer a unique and rewarding work environment that will challenge and inspire you to achieve your full potential. Join our team and be part of a dynamic and innovative organization, shaping the future of mobile payments and financial services in India.