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.
