Walk-in || Customer Service Executive

Customer Service Executive (Semi-voice)

Application Form: https://forms.gle/upfvv7WqVqjERBJ4A

What You'll Do

• Handle real-time customer queries across channels — voice, chat, and email — with

professionalism, empathy, and efficiency

• Manage escalations on Freshdesk from first response to resolution

• Understand the customer's query, identify their underlying need, and deliver the best

possible resolution, not just a scripted answer

• Write clear, accurate, professional email responses that resolve issues in as few

interactions as possible

• Identify root causes and coordinate with internal cross-functional teams to resolve issues

that need more than a frontline fix

• Meet escalation closure targets without compromising on quality or customer experience

• Accurately document every issue, action taken, and resolution

• Communicate clearly with customers, internal teams, and leadership; know when and to

whom to escalate

• Surface recurring issues and process gaps to leadership with supporting evidence

• Adhere to standardized processes and compliance requirements without compromising

customer experience

• Use AI tools confidently in day-to-day work (drafting, summarizing, categorizing) and

adapt quickly to new internal tools

What We're Looking For

• 1–2 years of experience in a customer satisfaction or support role

• Prior experience in voice and non-voice processes, with a solid grasp of

customer-happiness etiquette

• Willing to work in rotational shifts

• Strong communication skills in English and Hindi; organizational, motivational, and

time-management skills

• Self-starter with a positive attitude and the ability to adapt as the team grows

• Prior experience in fintech or credit cards is an added advantage