Job Title: Executive Customer Success
Company: InstaFinancials
Location: HRBR Layout, Bangalore, Karnataka
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Job Summary:
InstaFinancials is seeking a highly experienced Customer Support Executive with a strong background in email and chat support. The ideal candidate will be responsible for ensuring exceptional customer satisfaction by resolving customer inquiries, handling escalations, and delivering a seamless support experience across multiple communication channels.
Key Responsibilities:Customer Support & Issue Resolution:
- Provide professional and efficient support via email, chat, and phone.
- Take full ownership of customer issues, ensuring timely resolution.
- Troubleshoot and resolve customer concerns by coordinating with internal teams.
- Maintain high customer satisfaction by delivering prompt and effective solutions.
- Escalate unresolved issues to the appropriate teams and follow up for resolution.
Customer Engagement & Retention:
- Build and nurture long-term relationships with customers through outstanding service.
- Ensure 100% customer retention by proactively addressing concerns and providing solutions.
- Serve as a point of contact for key clients, ensuring a seamless experience.
- Gather customer feedback and work on continuous service improvements.
Order & Account Management:
- Handle end-to-end retail order management including processing orders, generating invoices, and coordinating deliveries.
- Assist customers with account-related inquiries, payment processing, and report downloads.
- Work closely with the accounts team to ensure smooth financial transactions.
MIS & Reporting:
- Maintain accurate records of customer interactions, complaints, and resolutions.
- Generate periodic reports on customer service performance and key KPIs.
- Identify trends and suggest process improvements based on data insights.
Communication Channels:
- Email Support
- Live Chat Support
- Online Support Desk
- Telephonic Support
Skills & Abilities:
- Extensive experience in email and chat support with a customer-first approach.
- Ability to handle high-pressure situations and manage difficult customer interactions.
- Strong problem-solving skills and a proactive approach to issue resolution.
- Exceptional communication skills, both written and verbal.
- Ability to multitask and manage multiple priorities effectively.
- High responsiveness and availability to ensure quick turnaround times.
- Strong documentation and knowledge-sharing skills to improve customer experience.
Technical Skills:
- Hands-on experience with helpdesk and chat software.
- Proficiency in email management tools.
- Strong working knowledge of MS Office / Google Docs.
- Fast typing speed with high accuracy.
- Comfortable using Windows laptops and related tools.
Education & Experience:
- Education: B.Com or MBA in Finance preferred.
- Experience: Minimum 0-6 months of experience in customer support, with expertise in email and chat-based communication.
- Languages: Excellent proficiency in English (written & oral) and Hindi (mandatory).
CTC : 3- 3.5 LPA
If you are passionate about customer service and have a proven track record in email and chat support, we invite you to be part of InstaFinancials’ commitment to delivering an outstanding customer experience.
Job Types: Full-time, Permanent
Pay: ₹300,000.00 - ₹350,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Ability to commute/relocate:
- Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Language:
- Hindi (Required)
- English (Required)
Work Location: In person
