Customer Care Executive

Aspire APP

2 - 3 years

4 - 5 Lacs

gurugram

Posted:Just now| Platform:

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Skills Required

upselling bpo issue resolution customer service customer care customer retention cross selling fintech financial services customer support operations chat typing banking process client relationship hubspot customer handling crm communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Multi-Channel Client Engagement: Deliver high-quality support across email, chat, WhatsApp, and phone, with a focus on B2B and fintech-related inquiries.
Complex Issue Resolution: Take ownership of escalated or high-complexity cases, ensuring timely and accurate solutions in line with compliance and operational guidelines.
Customer Advocacy: Act as the voice of the customer within the organization, providing structured feedback to product, compliance, and operations teams.
Dissatisfaction Management: Handle sensitive interactions with dissatisfied clients (including C-level stakeholders) with empathy and professionalism, driving positive outcomes.
Process & Knowledge Contribution: Document recurring issues, propose process improvements, and support training efforts for new joiners and peers.
Customer Retention & Value: Identify opportunities for upselling, cross-selling, or driving adoption of additional features/products to strengthen client relationships.
Flexibility & Reliability: Work a rotating schedule that may include weekends, public holidays, and US-shift timings to ensure uninterrupted global support coverage. Hybrid working environment with up to 5 days a week presence at office

Qualifications & Skills:

Education: Bachelor s degree or diploma in any discipline; specialization in business, commerce, or finance preferred.
Experience: 2-3 years of experience in customer-facing roles (voice/chat), with at least 1 year in fintech, banking, or financial services.
Proven track record handling B2B or SME customers in high-touch support environments.
Technical Skills: Proficiency in CRM and support platforms (Hubspot, Intercom).
Typing speed of 40+ WPM with accuracy.
Domain Knowledge: Familiarity with commercial banking processes, fintech products, payments, and compliance requirements.

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