Customer Support Executive

Job Description: Customer Support Associate

Role: Customer Support Executive

Experience: 2 to 5 years

Industry Preference: Banking, NBFC, Fintech, Lending

Role Summary We are looking for a customer-centric professional to manage inbound and outbound customer interactions. The role requires strong communication skills, ownership, and the ability to resolve customer queries while delivering an exceptional customer experience.

Key Responsibilities

Handle inbound and outbound customer calls along with chats professionally.

Resolve customer queries related to onboarding, loan servicing, repayments, mandates, disbursements, foreclosures, and account servicing.

Own customer issues end-to-end and ensure timely resolution within defined SLAs.

Accurately document customer interactions and maintain CRM records.

Escalate complex cases to the relevant teams when required.

Educate customers on processes and self-service options to reduce repeat contacts.

Identify recurring customer issues and share feedback for process improvements.

Required Skills

2 to 5 years of experience in voice-based customer support.

Experience in Banking, NBFC, Fintech, or Lending is preferred.

Excellent verbal communication in English and Hindi. Knowledge of regional languages is an added advantage.

Strong customer handling, problem-solving, and interpersonal skills.

Ability to work in a fast-paced, target-driven environment.

Basic proficiency with CRM/ticketing tools(Zoho, Leadsquared CRM) and Microsoft Office. Key Performance Indicators Customer Satisfaction (CSAT)

First Contact Resolution (FCR)

First Response Time (FRT)

Average Handling Time (AHT)

Quality Score

SLA Adherence

Productivity and Documentation Accuracy