Associate (A1)

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.