Customer Support Representative – US Process – Mumbai – BARE International – Full Job Description

Company: BARE International
Location: India
Job Type: Full-time
Salary: ₹3,00,000 – ₹3,60,000 a year

POSITION AVAILABLE: Customer Support Representative – US Process

Position Summary: The role responds to or triages incoming queries that reach BARE’s general information website, email and phone number. They research issues as necessary and provide solutions. Working closely with the Finance, Marketing, Business Development, and Operations departments, they offer excellent customer service and resolutions to our external stakeholders, Independent Contractors (Evaluators), and the general public.

Key Essential Duties:

• Troubleshooting
• Handle Independent Contractors’ (“Evaluators”) account issues/inquiries (e.g. reactivations, deactivations, duplicate accounts, password resets, name changes, etc.), and address with them any non-compliance or citation issues.
• Support Evaluator’s profile creation, TIN verification, and payment method management, and manage and void payments in coordination with BARE International’s internal Finance Team.
• Resolve file upload issues, oversee performance ratings, and investigate/respond to concerns/questions Evaluators are experiencing within the Mystery Shopper Provider Association (“MSPA”), Apollo, PRISM, or Research Metrics (“RMX”).
• Work with the internal Finance team and relevant external payment portal service team(s) to identify issues Evaluators are experiencing related to the portals; send appropriate instructions as needed.
• Responding to External Inquiries
• Manage various BARE US email inboxes including “Info,” and “Payment Inquiries.”
• Manage voicemails left on the general BARE US phone number.
• Respond to third party concerns and questions; investigate and resolve if possible or route to Marketing, Business Development, Finance, or Operations departments as needed
• Respond to Evaluators’ inquiries regarding payment status or general payment information related to all payment platforms (e.g. PRISM, Tipalti, and RMX)
• Respond to Evaluators’ requests for tax documents (i.e. Form 1099-NEC)
• Assist evaluators with completing assignments; identify and forward relevant information to appropriate internal BARE employee(s).

Essential Qualifications:

• Excellent professional written and verbal communication skills.
• Demonstrated experience in providing exemplary customer service.
• Ability to prioritize, organize, and maintain urgency with competing tasks in a fast-paced environment while maintaining strong attention to detail and high-quality results.
• Proficient in the Microsoft Office suite.
• History of problem-solving, adaptability, and finding creative solutions using available resources.
• Some understanding of financial acumen preferred.
• Customer Experience Research/Mystery Shop Industry experience preferred.

Associated Knowledge/Skills/Abilities Required:

• Education– HSC / Graduate, with 2-3 year’s experience in customer support or Fresher with excellent communication can also apply.

Reports to: Finance Manager – US

Location: Remote / Hybrid

Working hours – 3 pm – 12 am

Industry: Market Research / Advertising / KPO/ BPO

CTC offered: 3 LPA – 3.60 LPA

If you find the above skill sets match your experience, please send your updated CV to [email protected]

BARE Associates specializes in customer research (mystery shopping), brand standard evaluations, audits and inspections for clients globally. We are seeking, educated, resourceful and passionate associates to join our team. We welcome dedicated, independent thinkers with multilingual capabilities and excellent problem-solving skills.

Our Company Focus is to remain the world’s leading provider of mystery customer research programs, with 100% client satisfaction

Mission & Vision: We are a global customer experience and market research company engaged in creating value by delivering actionable insights to our clients which strategically impact on the improvement of their customer experience. Its vision is to “inspire excellence.”

Values: Passion Respect for diversity Open communication Operational Excellence Integrity Innovation Ownership

BARE International recognizes the value of diversity, the intrinsic need for inclusion, and the current barriers to true equity. Should you desire a reasonable medium to submit your interest in this role, please get in touch with us (Helengale or Shruti) at [email protected]. All protected classes and those with differing abilities are especially encouraged to apply.

BARE International would like to store your CV in its Bamboo HR Hiring database for 2 years for the purpose to provide you with opportunities in case of similar openings within the BARE Group. Your data is handled by HR professionals of BARE International and is kept on servers in North America. Details about the Data handling at BARE can be obtained at BARE’s Privacy Policy. For questions or requests to revoke this consent, you can any time contact us on our Data Privacy Form