Customer Support Representative

Job Summary:

We are looking for a customer-focused and enthusiastic Customer Support Representative to join our Fintech team. The ideal candidate should have good communication skills, a problem-solving mindset, and a willingness to learn. The role involves assisting customers with their queries through multiple support channels, including phone calls, emails, live chat, WhatsApp, and application-based support.

The candidate will be responsible for providing timely assistance with account-related queries, onboarding, KYC verification, transactions, payments, technical issues, and general application usage while ensuring a smooth and positive customer experience.

Key Responsibilities:

• Handle customer inquiries through phone calls, emails, live chat, WhatsApp, and application-based support channels in a professional and timely manner.
• Assist customers with account registration, onboarding, KYC verification, login issues, transactions, payments, refunds, and other account-related queries.
• Provide application-based support by helping customers navigate the app, understand its features, resolve common usage issues, and troubleshoot basic technical problems.
• Understand customer concerns, identify the root cause of issues, and provide appropriate solutions to ensure customer satisfaction.
• Escalate complex, technical, transaction-related, or unresolved issues to the relevant internal teams and follow up until closure.
• Record customer interactions, complaints, resolutions, and follow-ups accurately in CRM or ticketing systems.
• Monitor open tickets and ensure timely resolution within defined service-level agreements (SLAs).
• Provide accurate information about products, services, features, pricing, policies, processes, and security practices.
• Verify customer identity wherever required and maintain strict confidentiality of customer data and financial information.
• Follow company policies, applicable Fintech compliance requirements, data privacy guidelines, and information security standards.
• Coordinate with Operations, Compliance, Product, Technical, and Finance teams to resolve customer concerns effectively.
• Collect customer feedback and highlight recurring issues to help improve application functionality, customer experience, and support processes.
• Stay updated on product features, application updates, process changes, and relevant compliance requirements.
• Meet individual and team performance targets, including response time, resolution time, customer satisfaction (CSAT), quality scores, and productivity.
• Maintain a courteous, empathetic, and professional approach while communicating with customers across all support channels.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Life insurance
• Paid sick time
• Provident Fund

Work Location: In person