Customer Support Executive

Role & responsibilities

We are looking for a proactive and customer-focused Customer Support Executive to join our team. The ideal candidate will have experience in the Banking or NBFC sector and will be responsible for managing customer interactions across inbound and outbound channels. This role requires strong communication skills, problem-solving ability, and a customer-first mindset to ensure a seamless service experience.

Key Responsibilities:

• Handle inbound and outbound customer interactions via calls, emails, and other communication channels
• Address customer queries, concerns, and requests in a timely and professional manner
• Manage minor issues independently and escalate complex cases to the relevant internal departments
• Coordinate with internal teams (operations, collections, underwriting, etc.) to resolve customer concerns efficiently
• Ensure accurate and timely documentation of all customer interactions in the system
• Follow up with customers to ensure closure of queries and satisfaction
• Maintain a high level of service quality and adherence to SLAs
• Identify recurring issues and share feedback with the team for process improvement

Key Requirements:

• 1.5 - 3 years of experience in Customer Support within Banking / NBFC / Financial Services
• Strong verbal and written communication skills
• Ability to handle high call volumes and multitask effectively
• Good understanding of financial products (loans, credit, etc.) is an added advantage
• Strong problem-solving and conflict resolution skills
• Proficiency in MS Office and CRM tools

Key Competencies:

• Customer-centric approach
• Effective communication & active listening
• Patience and empathy
• Attention to detail
• Ability to work in a fast-paced environment
• Team collaboration