Customer Service Executive
Customer Support
Mumbai (Work from Office)
Full-time
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.
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Handle customer queries through Email, Chat, Calls, WhatsApp, Social Media, and App Support.
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Deliver prompt, accurate, and professional resolutions within defined service levels.
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Educate customers about products, processes, policies, and platform features.
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Ensure high customer satisfaction while maintaining empathy and professionalism.
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Investigate customer concerns thoroughly and provide appropriate resolutions.
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Handle escalations with ownership until closure.
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Coordinate with internal stakeholders such as Operations, Product, Technology, Risk, Finance, and Compliance to resolve complex issues.
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Ensure all customer grievances are addressed within regulatory timelines.
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Adhere to company SOPs, regulatory guidelines, and quality standards.
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Maintain complete and accurate customer interaction records.
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Escalate potential compliance or fraud-related concerns appropriately.
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Meet defined productivity, quality, and SLA metrics.
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Identify recurring customer issues and recommend process improvements.
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Contribute to knowledge base updates and process documentation.
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Participate in UAT and validation whenever customer-facing process changes are introduced.
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Effectively use CRM, ticketing platforms, and internal support tools.
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Utilize AI-enabled tools for drafting responses, knowledge discovery, and improving productivity.
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Stay updated with new technologies introduced within the support ecosystem.
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Excellent verbal and written communication skills.
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Good typing speed and computer proficiency.
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Comfortable working on CRM and ticket management systems.
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Strong understanding of MS Excel and Google Workspace.
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Familiarity with AI tools such as ChatGPT, Gemini, Copilot, or similar platforms is preferred.
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Customer-first mindset.
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Strong problem-solving ability.
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High attention to detail.
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Excellent interpersonal skills.
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Ownership and accountability.
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Ability to multitask under pressure.
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Positive attitude and willingness to learn.
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Graduate in any discipline.
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0–3 years of experience in Customer Service, Customer Support, or Customer Experience.
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Experience in BFSI, FinTech, NBFC, Banking, or Digital Lending will be an added advantage.
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SLA adherence
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First Response Time (FRT)
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Resolution Time (TAT)
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Customer Satisfaction (CSAT)
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Quality Audit Score
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Complaint Resolution within regulatory timelines
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Productivity (tickets handled)
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Adherence to process and compliance requirements
We value individuals who:
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Take ownership of customer problems until resolution.
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Communicate clearly and professionally.
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Are naturally empathetic and customer-centric.
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Embrace technology and continuously improve the way they work.
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Thrive in a fast-paced, dynamic environment.
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Are curious, proactive, and eager to learn.
