Job Overview
We are looking for a detail-oriented and customer-focused Customer Service Representative – Email Support to provide timely, accurate, and professional support via email. The ideal candidate has exceptional written communication skills, strong attention to detail, and the ability to investigate and resolve customer issues efficiently while maintaining a high standard of service. Experience in FinTech or digital financial services is highly preferred.
Key Responsibilities
- Respond to customer inquiries via email in a professional, accurate, and timely manner.
- Resolve customer issues related to accounts, transactions, payments, onboarding, and platform usage.
- Investigate customer concerns, identify root causes, and provide clear resolutions.
- Escalate complex issues to the appropriate internal teams and ensure timely follow-up.
- Maintain accurate records of customer interactions in CRM and ticketing systems.
- Meet defined response time, resolution time, quality, and productivity KPIs.
- Ensure all email communications are grammatically correct, empathetic, and aligned with company standards.
- Identify recurring customer issues and recommend process improvements.
- Adhere to company policies, data privacy requirements, and compliance standards.
Required Qualifications
- Bachelor's degree in any discipline.
- Minimum 2 years of experience in customer support or email support.
- Excellent written English with outstanding grammar, spelling, and business communication skills.
- Strong analytical, problem-solving, and critical-thinking abilities.
- Exceptional attention to detail and accuracy.
- Comfortable working rotational shifts, including early mornings and nights.
- Experience with CRM platforms, helpdesk software, and ticketing systems.
- Ability to manage a high volume of emails while maintaining quality and meeting SLAs.
Preferred FinTech Qualities
- Customer-first mindset with a strong sense of ownership and accountability.
- Experience handling payment, KYC, onboarding, transaction, or account-related queries.
- Ability to thrive in a fast-paced, high-growth environment.
- Strong analytical thinking and sound decision-making.
- High level of accuracy when handling sensitive customer and financial information.
- Risk and compliance awareness with a commitment to data security.
- Tech-savvy with the ability to quickly learn new products and systems.
- Adaptable, resilient, and able to manage changing priorities.
- Collaborative team player with excellent cross-functional communication skills.
- Continuous improvement mindset with a focus on enhancing customer experience and operational efficiency.
Success Metrics
- High Customer Satisfaction (CSAT) scores.
- Consistent achievement of email response and resolution SLAs.
- Strong quality assurance scores with minimal errors.
- Accurate documentation and compliance with internal processes.
- Positive contribution to team performance and continuous improvement initiatives.
Pay: Up to ₹40,000.00 per month
Work Location: In person
