Customer Care Executive

Job Title: Customer Care Executive

Department: Customer Support / Operations
Location: Gurgaon
Employment Type: Full-Time

Job Purpose

The Customer Care Executive serves as the first point of contact for customers, managing inquiries, complaints, and service requests related to fintech products and services. This role demands excellent communication and problem-solving skills to deliver an exceptional customer experience while ensuring compliance with financial regulations and company policies.

Key Responsibilities

• Manage inbound and outbound customer communications via phone, email, chat, and social media.
• Support customers with onboarding, account setup, KYC verification, wallet top-ups, and transaction-related queries.
• Handle issues related to payments, refunds, transaction failures, and service usage.
• Escalate complex issues to relevant departments such as Operations, Risk, Compliance, or Technical Support.
• Maintain accurate and up-to-date records of all customer interactions in the CRM system.
• Educate customers about fintech products, new features, and safe usage practices.
• Ensure adherence to company policies, compliance standards, and data security guidelines.
• Achieve individual and team KPIs such as response time, resolution rate, and customer satisfaction.
• Provide insights and feedback to product and operations teams to enhance customer experience.

Required Skills & Qualifications

• Bachelor’s degree in Business, Finance, Communications, or a related field (preferred).
• 1–3 years of experience in customer service, ideally in fintech, banking, or digital payments.
• Strong verbal and written communication skills.
• Ability to remain calm and professional in high-pressure situations.
• Familiarity with digital payment systems, wallets, UPI, cards, and related financial operations.
• Proficiency in CRM tools, ticketing systems, and MS Office/Google Workspace.
• Strong analytical and problem-solving abilities with keen attention to detail.
• Multilingual proficiency (as per region) is an added advantage.

Key Competencies

• Customer-first mindset
• Empathy and active listening
• Time management and multitasking
• Conflict resolution and de-escalation
• Adaptability in a dynamic fintech environment

Performance Metrics (KPIs)

• Average Response and Resolution Time
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT) / Net Promoter Score (NPS)
• Accuracy in Query Handling and Documentation
• Compliance and Security Adherence

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Application Question(s):

• What is your Current CTC?
• What is your Expected CTC will be?
• What's your Notice Period or Availability to join?

Experience:

• Customer Care Executive: 1 year (Preferred)

Work Location: In person