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SeniorFull-timeRustAWSGo
Salary Range
$93,925 - $127,075 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Experience Analyst to join Nium, the leading global infrastructure for real-time cross-border payments. This role focuses on ensuring smooth, transparent, and cost-effective international remittance services for our retail and business customers.
Key Responsibilities
- →Interact with customers via Chat and Email, handle occasional Outbound Calls when necessary.
- →Respond promptly to customer queries and follow up where required.
- →Gather and evaluate information to resolve product and service-related issues.
- →Provide accurate product and service information, coordinating with internal and external teams to resolve problems.
- →Handle complaints by analyzing root causes, providing optimal solutions, and ensuring follow-up until resolution.
- →Perform customer verification as required.
- →Organize workflow to achieve departmental objectives.
- →Share feedback on process efficiency and recommend ideas for improving customer experience.
Requirements
- ✓Bachelor’s degree with min 2-3 years of experience in Chat, Email, or Voice processes within financial services.
- ✓International experience – interacted with customers both in and outside India.
- ✓Strong empathy and a customer-first mindset.
- ✓Ability to prioritize, organize, and execute tasks with minimal supervision.
- ✓Excellent spoken and written English.
- ✓Hands-on experience with MS Office tools.
- ✓Comfortable working in rotational shifts (24x7x365) with 12 flexible leaves annually (no fixed public holidays).
- ✓Behavioral competencies - customer advocate, confident, go-getter, inquisitive, comfortable with technology, team player, flexible and looks for improvements.
- ✓Preferred - working knowledge of Payments and Cards.
