Backend Executive (Chat/ Email Process)

The Email Support Customer Service Advisor handles customer queries received through email regarding Airtel Payment Bank services. The advisor provides accurate information, resolves issues, assists with transactions, and ensures exceptional customer experience through clear and professional written communication.

Key Responsibilities

• Respond to customer emails regarding accounts, banking products, and transactions.
• Provide clear, accurate, and grammatically correct written responses.
• Ensure all email replies are aligned with process guidelines and quality standards.
• Log all customer interactions into CRM systems accurately.
• Investigate and resolve customer concerns within defined TAT.
• Escalate complex issues to the appropriate teams when necessary.
• Assist with account updates, digital platform navigation, and service-related queries.
• Maintain compliance with verification, KYC/AML, and data protection policies.

Skills & Competencies

• Versant Score: Minimum Level 5.
• Excellent written English (grammar, clarity, tone).
• Strong problem-solving skills and attention to detail.
• Ability to work under pressure and manage multiple email cases.
• Good understanding of written customer service etiquette.

Qualifications & Experience

• Graduation (mandatory).
• 1–2 years of customer service experience (email process preferred).
• Multilingual skills (Bengali) are an advantage.

Job Type: Full-time

Pay: ₹15,000.00 - ₹19,000.00 per month

Work Location: In person