QA - Chat and Emails

About Olyv Olyv is India’s fastest growing, fully-automated next-gen Fintech company aiming to address the credit requirements of innumerous self-employed micro entrepreneurs, micro-merchants and middle/lower-income salaried individuals. Our platform also offers digital gold savings, credit health products, among others. Headquartered in Bengaluru, Olyv was conceived in 2017 with a mission to provide financial inclusion to the underserved market. The company has been facilitating micro-credit through its cutting-edge app and has witnessed rapid growth with over 4 Cr+ users and 1 million+ loan disbursed through its AI & ML-powered modules in over 19,000 pin codes across India. Olyv's app-based credit platform offers instant credit options through 100% automation at a pan-India scale. The company has been supported by reputed fintech investors like LGT Lightstone, Accion Venture Lab, Unicorn India Ventures etc. Olyv has been recognized nationally and internationally for its efforts at Google’s Launchpad Accelerator, Global Inclusive50 by MetLife, VISA, IFC, etc.

- Key Responsibilities : Responding to customer inquiries and resolving issues via email and chat .
- Ensure that each interaction is handled professionally, empathetically, and with a focus on customer satisfaction.
- Adhere to email etiquette standards and follow communication guidelines.
- Escalate complex issues to the appropriate team
- Maintain consistent and professional communication while meeting service level agreements (SLAs).
- Ensure customer service metrics are met, including response times, resolution times, and customer satisfaction ratings.
- Stay updated with product/service information to assist customers effectively.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Providing feedback on the efficiency of the customer service process.
- Processing orders, forms, applications, and requests.
- Acknowledging and resolving customer complaints.
- Respond promptly to customer inquiries.

- Qualifications : Fluent in Hindi and English (both written and verbal).
- Language preferred for verbal communication Hindi, Kannada, English and other south Indian languages is an added advantage.
- Minimum 1 year of experience in a non-voice process (Chat & Email support) is preferred.
- Candidates must graduate with any Stream
- Freshers are welcome to apply but not for candidates with a technical background .
- Strong written communication skills with proficiency in email etiquette .
- Ability to multitask and manage time effectively.
- Understanding of customer service metrics and performance expectations.
- Strong problem-solving skills and attention to detail.
- Ability to remain calm and professional in all customer interactions.
- Communicating with customers (CHAT EMAIL & CALLS)
- Acknowledging and resolving customer complaints.
- Open to BCP as per business requirement.
- Good verbal and written communication
- Basic knowledge of Excel
- Knowing our products inside and out so that you can answer questions.
- Communicating and coordinating with colleagues as necessary.