CX Agent (Voice)

As a CX Agent (Voice) at Fi Money in Bangalore, you will be a key part of the Customer Experience team, primarily supporting users through chat and call interactions. Your role involves efficiently addressing customer issues, resolving queries within defined SLAs, and ensuring a smooth user experience across the platform. You will collaborate with internal stakeholders, take ownership of first-contact resolution, and escalate concerns only when necessary, always prioritizing the customer.

Must Have

• Attend and respond to user queries efficiently across calls and chat channels.
• Achieve closure of at least 80% tickets within defined SLAs.
• Use internal tools (Sherlock, Freshdesk, Ozonetel, Guru) for ticket handling.
• Analyze user issues for first-contact resolution or escalation.
• Communicate effectively with clarity, empathy, and accuracy in both Hindi and English.
• Ensure high-quality ticket handling with ownership and accountability.
• Support team members when required, especially during high volume or critical cases.
• 1-2 years of experience in Customer Experience / Operations.
• Ownership-driven mindset with strong bias for action.
• Team player with willingness to step in and support peers.
• Customer-first thinking in every decision and interaction.
• Strong typing speed with high accuracy in written communication.
• Ability to comprehend user concerns clearly and respond with relevant solutions.
• Problem-solving mindset with willingness to drive first-contact resolution.

Fi Money is a new age money management app designed to simplify your financial life. With Fi, you can save, pay, invest, or borrow, all in one place. You can track and analyze your expenses across Fi and all your other bank accounts. You can also apply for a credit card, access instant loans, and grow your wealth through various investment options.

As part of the Customer Experience team, you will play a key role in supporting users through chat and call interactions. Your responsibility will be to address customer issues efficiently, resolve queries within SLA, and ensure a smooth experience across the platform. You will also collaborate with internal stakeholders, take ownership of first-contact resolution, and escalate concerns only when needed — keeping the customer at the center of every decision.

Key Responsibilities

• Attend and respond to user queries efficiently across calls and chat channels.
• Achieve closure of at least 80% tickets within defined SLAs.
• Use internal tools (Sherlock, Freshdesk, Ozonetel, Guru) for ticket handling, documentation, and resolution tracking.
• Analyze user issues, determine whether to resolve at first contact or escalate when necessary.
• Communicate effectively with clarity, empathy, and accuracy in both Hindi and English.
• Ensure high-quality ticket handling with ownership and accountability.
• Support team members when required — especially during high volume or critical cases.

Skills Required

• Strong typing speed with high accuracy in written communication.
• Ability to comprehend user concerns clearly and respond with relevant solutions.
• Good communication skills — both verbal and written — in Hindi and English.
• Decision-making ability to differentiate between resolvable issues vs escalation needs.
• Problem-solving mindset with willingness to drive first-contact resolution.
• Comfortable using Sherlock, Freshdesk, Ozonetel, and Guru.

Role Requirements

• 1–2 years of experience in Customer Experience / Operations.
• Ownership-driven mindset with strong bias for action.
• Team player with willingness to step in and support peers when needed.
• Customer-first thinking in every decision and interaction.

This is a 5-day Work-From-Office role based out of Brookfield, Bengaluru.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.