Customer Service Executive

Key Responsibilities

• Comprehend and process all customer email and chat correspondence in a timely and efficient manner.
• Provide accurate, relevant, and effective resolutions to customer queries through email and chat.
• Conduct necessary research and investigation to resolve customer issues and provide appropriate responses.
• Respond to customer inquiries promptly, professionally, and empathetically.
• Complete all customer care follow-ups within the defined timelines.
• Provide suitable alternatives and solutions while ensuring a superior customer experience.
• Handle customer concerns professionally and take ownership of issues until resolution.
• Make quick and appropriate decisions based on available information, processes, and business guidelines.
• Maintain a positive and professional working relationship with peers, management, and support teams.
• Demonstrate a strong commitment to teamwork and exemplary customer service.
• Work effectively across multiple channels and platforms based on business requirements.
• Maintain accuracy and quality while handling multiple customer interactions simultaneously.
• Follow defined processes, policies, quality standards, and escalation procedures.
• Identify recurring customer issues and provide relevant feedback to the appropriate teams.
• Maintain confidentiality and handle customer information responsibly, particularly when dealing with financial and transactional information.

Experience

• 2+ years of experience in Chat Support / Email Support / Customer Support.
• Experience in a FinTech, NBFC, Banking, Lending, Payments, Financial Services, or related industry is preferred.
• Experience handling customer queries related to financial products, loans, repayments, transactions, payments, accounts, or digital financial services will be an added advantage.

Desired Skills

• Ability to understand, read, and communicate in English proficiently.
• Knowledge of Hindi and/or Marathi is preferred.
• Strong written and verbal communication skills.
• Good understanding of professional email and chat communication standards.
• Strong comprehension skills with the ability to understand customer concerns and provide appropriate responses.
• Confident, customer-focused, and professional approach.
• Strong analytical and problem-solving mindset.
• Passion for delivering excellent customer service and creating a positive customer experience.
• Ability to make quick and appropriate decisions while handling customer queries.
• Typing speed of 35+ WPM with a minimum of 90% accuracy.
• Ability to multitask and efficiently navigate between multiple screens, systems, and tools.
• Quick navigation skills with good web-savvy capabilities.
• Basic troubleshooting and technical problem-solving knowledge.
• Good working knowledge of MS Word and MS Excel.
• Ability to work effectively in a fast-paced environment and adapt to changing business requirements.
• Ability to work independently as well as collaboratively within a team.
• Strong attention to detail and ability to maintain accuracy while handling high-volume customer interactions.
• Prior exposure to FinTech/NBFC processes, products, customer journeys, or terminology will be an added advantage.

Preferred Candidate Profile

The ideal candidate should be:

• Customer-centric and service-oriented.
• A strong communicator with excellent written English.
• Comfortable handling customers through chat and email.
• Good at researching issues and identifying the right resolution.
• Comfortable working with multiple systems and applications simultaneously.
• Quick to learn new products, processes, and technologies.
• Flexible to work according to business requirements.
• Able to handle customer concerns with patience, empathy, and professionalism.
• Familiar with the basics of FinTech/NBFC/financial services or willing to learn quickly.

Educational Qualification

• Graduate / Any Degree / Diploma / Post-Graduation.
• Relevant experience in customer support may be considered based on the candidate's overall profile.

Industry Preference

FinTech / NBFC / Banking / Lending / Payments / Financial Services

Candidates with relevant experience in these industries will be given preference.