Designation: Customer Support Executive
Department: Customer Support / Customer Service
Industry: NBFC / Financial Services
Experience: 0–3 Years
Education: Graduate in any discipline
Employment Type: Full-Time
Location: Gurgaon
Working Days: 6 Days
Contact us at 8295844246 or [email protected]
Job Summary
We are looking for a Customer Support Executive to handle customer queries and complaints related to loans, EMIs, repayments, documentation, account statements, and other financial services. The candidate will be responsible for providing accurate information, resolving customer issues within defined TAT, and coordinating with internal teams for effective resolution.
Key Responsibilities
- Handle inbound and outbound customer calls, emails, and other support channels.
- Resolve customer queries related to loan applications, EMI, repayment schedules, outstanding amounts, interest rates, and account statements.
- Assist customers with KYC and documentation-related queries.
- Provide updates regarding loan approval, disbursement, repayment, foreclosure, and account closure.
- Handle customer complaints and escalations professionally and ensure timely resolution.
- Coordinate with Credit, Collections, Operations, Sales, and other internal teams to resolve customer issues.
- Follow up on pending documents, payments, and service requests.
- Record every customer interaction and update the CRM/system accurately.
- Maintain daily MIS and customer-support reports.
- Ensure adherence to company policies, processes, and applicable RBI/NBFC guidelines.
- Maintain customer confidentiality and provide accurate information at all times.
Required Skills
- Excellent verbal and written communication skills.
- Good customer-handling and interpersonal skills.
- Basic understanding of loans, EMI, repayment, interest, and financial products.
- Good problem-solving and complaint-handling ability.
- Knowledge of CRM software and MS Office/Excel.
- Strong follow-up and coordination skills.
- Ability to handle multiple customer queries and meet defined TAT.
- Hindi and English communication; knowledge of the local language is an advantage.
Eligibility
- Graduate in any discipline.
- Freshers can be considered for entry-level roles.
- 0–3 years of experience in customer support, banking, NBFC, fintech, BPO, or financial services preferred.
Key Performance Indicators (KPIs)
- Customer query resolution rate
- First-call resolution
- Complaint closure within TAT
- Customer satisfaction
- Call quality and adherence to process
- CRM/data accuracy
- Follow-up and pending-case closure
- Attendance and productivity
Preferred Candidate: Someone with experience in NBFC/banking/fintech customer support, particularly handling loan, EMI, repayment, and grievance-related queries.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Food provided
- Health insurance
- Provident Fund
Work Location: In person
