Chat And Email Support Executive

Our client is an Indian fintech platform designed to provide accessible financial solutions, particularly for underserved and underbanked communities. Founded in 2017, it aims to make finance simple, transparent, and fast through an AI-driven, 100% digital, and paperless process. It focuses on small retailers, gig workers, blue/grey-collared workers, and self-employed or salaried individuals, with a strong presence in Tier 2 and Tier 3 cities.

Role & responsibilities

1. Address customer issues and resolve them efficiently as the first point of contact on both voice and non-voice platforms.

2. Support and interact with customers through phone, email, and other channels, ensuring all valid concerns are handled with priority.

3. Minimum 1 year of call center experience in both voice and non-voice processes.

4. Open to BCP as per business requirements.

5. Good verbal and written communication skills.

6. Preferred languages: Hindi, Kannada, English; other South Indian languages are an added advantage.

7. Basic knowledge of Excel.

8. Maintain a positive, empathetic, and professional attitude toward customers at all times.

9. Respond promptly to customer inquiries.

10. Communicate with customers through various channels (Chat, Email & Calls).

11. Acknowledge and resolve customer complaints.

12. Have complete knowledge of products and services to answer questions effectively.

13. Process orders, forms, applications, and requests.

14. Maintain records of customer interactions, transactions, comments, and complaints.

15. Communicate and coordinate with colleagues when necessary.

16. Provide feedback on the efficiency of customer service processes.

17. Ensure customer satisfaction and deliver professional customer support.

Preferred candidate profile

• Early Joiners preferred
• Minimum 1 year of call centre experience.
• English & Hindi fluency
• Experience in Blended Process