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Associate (A1)

LenDenClub -
Mumbai, Maharashtra

Quick apply

Job details

Full-time
7 hours ago

Qualifications

Microsoft Excel
Customer service
Bachelor's degree
User acceptance testing
Computer skills
Customer support
Typing
Fraud prevention and detection
AI
Communication skills
Banking

Full job description

Job Title

Customer Service Executive

Department

Customer Support

Location

Mumbai (Work from Office)

Employment Type

Full-time

About the Role

We are looking for a customer-focused, empathetic, and detail-oriented Customer Service Executive to deliver exceptional support across multiple customer touchpoints. The role involves handling customer queries, resolving complaints, providing product guidance, and ensuring every interaction reflects a high standard of service while adhering to regulatory and compliance requirements.

The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and the willingness to leverage technology and AI tools to improve customer experience.

Key Responsibilities

Customer Support

Handle customer queries through Email, Chat, Calls, WhatsApp, Social Media, and App Support.
Deliver prompt, accurate, and professional resolutions within defined service levels.
Educate customers about products, processes, policies, and platform features.
Ensure high customer satisfaction while maintaining empathy and professionalism.

Complaint Resolution

Investigate customer concerns thoroughly and provide appropriate resolutions.
Handle escalations with ownership until closure.
Coordinate with internal stakeholders such as Operations, Product, Technology, Risk, Finance, and Compliance to resolve complex issues.
Ensure all customer grievances are addressed within regulatory timelines.

Process Compliance

Adhere to company SOPs, regulatory guidelines, and quality standards.
Maintain complete and accurate customer interaction records.
Escalate potential compliance or fraud-related concerns appropriately.

Operational Excellence

Meet defined productivity, quality, and SLA metrics.
Identify recurring customer issues and recommend process improvements.
Contribute to knowledge base updates and process documentation.
Participate in UAT and validation whenever customer-facing process changes are introduced.

Technology & AI Adoption

Effectively use CRM, ticketing platforms, and internal support tools.
Utilize AI-enabled tools for drafting responses, knowledge discovery, and improving productivity.
Stay updated with new technologies introduced within the support ecosystem.

Required Skills

Technical Skills

Excellent verbal and written communication skills.
Good typing speed and computer proficiency.
Comfortable working on CRM and ticket management systems.
Strong understanding of MS Excel and Google Workspace.
Familiarity with AI tools such as ChatGPT, Gemini, Copilot, or similar platforms is preferred.

Soft Skills

Customer-first mindset.
Strong problem-solving ability.
High attention to detail.
Excellent interpersonal skills.
Ownership and accountability.
Ability to multitask under pressure.
Positive attitude and willingness to learn.

Preferred Qualifications

Graduate in any discipline.
0–3 years of experience in Customer Service, Customer Support, or Customer Experience.
Experience in BFSI, FinTech, NBFC, Banking, or Digital Lending will be an added advantage.

Key Performance Indicators (KPIs)

SLA adherence
First Response Time (FRT)
Resolution Time (TAT)
Customer Satisfaction (CSAT)
Quality Audit Score
Complaint Resolution within regulatory timelines
Productivity (tickets handled)
Adherence to process and compliance requirements

What We're Looking For

We value individuals who:

Take ownership of customer problems until resolution.
Communicate clearly and professionally.
Are naturally empathetic and customer-centric.
Embrace technology and continuously improve the way they work.
Thrive in a fast-paced, dynamic environment.
Are curious, proactive, and eager to learn.

Quick apply

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Sales Executive – English (Voice Process) – Mumbai, India

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About the Role

Key Responsibilities

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Process Compliance

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Preferred Qualifications

Key Performance Indicators (KPIs)

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