Customer Support Executive

<p><b style="font-family:Roboto, '-apple-system', BlinkMacSystemFont, 'Segoe UI', Arial, sans-serif;"><span style="font-size:10pt;line-height:115%;">Job Title: Customer Support Executive ( Voice/ Email) </span></b></p> <p class="MsoNormal"><b><span style="font-size:10pt;line-height:115%;">Job Summary:</span></b></p><p><b></b></p><b></b> <p class="MsoNormal"><span style="font-size:10pt;line-height:115%;">We are looking for a detail-oriented and empathetic Customer Support Executive to handle customer queries and complaints through a blended process, including inbound calls, outbound calls, and email support. The role requires strong communication skills, adherence to compliance standards, and the ability to manage sensitive customer information. The ideal candidate should have prior experience in a regulated industry such as FinTech, BFSI, Insurance, Banking, NBFC be capable of delivering high-quality customer experiences across multiple channels.</span></p><p></p> <div class="MsoNormal" align="center" style="text-align:center;"></div> <p class="MsoNormal"><b><span style="font-size:10pt;line-height:115%;">Key Responsibilities:</span></b></p><p><b></b></p><b></b> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Handle inbound and outbound calls, as well as email interactions, to resolve customer queries, complaints, and service requests</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Respond to customer emails within defined TAT and quality SLAs</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Identify customer needs and provide accurate, complete, and timely resolutions</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Investigate customer issues thoroughly while adhering to regulatory and internal compliance guidelines</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Draft clear, professional, and empathetic email responses aligned with the company’s communication standards</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Escalate complex or unresolved issues to relevant internal teams and ensure timely follow-up and closure</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Maintain accurate records of customer interactions, case logs, trackers, and resolution documentation</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Build and maintain strong customer relationships through professional and empathetic communication</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Ensure strict compliance with regulatory frameworks such as RBI, TRAI, or other applicable authorities</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Support internal and external audits by providing call records, email logs, and documentation as required</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Identify recurring customer issues and proactively highlight them to supervisors for process improvement</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Follow company policies, communication guidelines, and quality standards at all times</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Actively contribute to customer retention by delivering a high standard of service</span><p></p></li> </ul> <div class="MsoNormal" align="center" style="text-align:center;"></div> <p class="MsoNormal"><b><span style="font-size:10pt;line-height:115%;">Key Requirements:</span></b></p><p><b></b></p><b></b> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Minimum 1–2 years of experience in customer support (voice and email) within a regulated industry (FinTech, BFSI, Insurance, NBFC, Banking etc.)</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Excellent verbal and written communication skills with strong comprehension abilities</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Strong attention to detail, accuracy, and professionalism in both spoken and written communication</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Experience with CRM tools such as Freshdesk, Zendesk, Salesforce, or similar systems</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Understanding of compliance, regulatory requirements, and data confidentiality protocols</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Ability to handle high interaction volumes efficiently while maintaining quality standards</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Strong problem-solving skills and ability to work independently and within a team</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Willingness to work in rotational shifts, if required</span><p></p></li> </ul> <div class="MsoNormal" align="center" style="text-align:center;"></div> <p class="MsoNormal"><b><span style="font-size:10pt;line-height:115%;">Preferred Qualifications:</span></b></p><p><b></b></p><b></b> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span style="font-size:13.3333px;">12th and above</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Experience handling sensitive, escalated, or regulatory customer complaints</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Exposure to audit processes, compliance documentation, or regulated complaint handling</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Prior experience in a blended customer support environment is an advantage</span><p></p></li> </ul> <div class="MsoNormal" align="center" style="text-align:center;"></div> <p class="MsoNormal"><b><span style="font-size:10pt;line-height:115%;">What We Offer:</span></b></p><p><b></b></p><b></b> <ul style="margin-top:0cm;" type="disc"> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Opportunity to grow within a structured and compliance-driven customer experience function</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Exposure to regulated industry processes and best practices</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Collaborative work environment with cross-functional teams including Legal, Product, and Technology</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Training, mentorship, and career development opportunities</span><p></p></li> <li class="MsoNormal"><span style="font-size:10pt;line-height:115%;">Professional and performance-driven workplace</span><p></p></li> </ul> <p class="MsoNormal"><span style="font-size:10pt;line-height:115%;"> </span></p>