Customer Care Executive

Job Title: Customer Care Executive – Fintech

Department: Customer Support / Operations

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Job Purpose

The Customer Care Executive will act as the first point of contact for customers,

handling queries, complaints, and requests related to fintech products and services.

The role requires excellent communication, problem-solving skills, and the ability

to provide a seamless customer experience while ensuring compliance with financial

regulations.

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Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat, or

social media.

• Assist customers with onboarding, account creation, KYC, wallet top-ups,

transactions, and issue resolution.

• Address queries related to payments, refunds, transaction failures and

service usage.

• Escalate complex cases to relevant internal teams (operations, risk,

compliance, technical support).

• Maintain accurate records of customer interactions in CRM systems.

• Educate customers about fintech products, new features, and best practices

for secure usage.

• Ensure all customer interactions adhere to company policies and regulatory

requirements.

• Meet individual and team KPIs, including response time, resolution time, and

customer satisfaction scores.

• Provide feedback to product and operations teams to improve customer

experience.

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Required Skills & Qualifications

• Bachelor’s degree in Business, Finance, Communications, or related field

(preferred).

• 1–3 years of experience in customer service, preferably in fintech, banking,

or payments industry.

• Strong verbal and written communication skills.

• Ability to handle high-pressure situations with patience and professionalism.

• Familiarity with digital payments, wallets, UPI, cards, or banking processes.

• Proficiency in using CRM software, ticketing tools, and MS Office/Google

Workspace.

• Problem-solving mindset with attention to detail.

• Multilingual skills (as per region) will be an added advantage.

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Key Competencies

• Customer-first attitude

• Empathy and active listening

• Time management and multitasking

• Conflict resolution

• Adaptability in a fast-paced fintech environment

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Performance Metrics (KPIs)

• Average Response & Resolution Time

• First Contact Resolution (FCR)

• Customer Satisfaction (CSAT) / Net Promoter Score (NPS)

• Accuracy in query handling and documentation

• Adherence to compliance and security standards

Job Type: Full-time

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

Ability to commute/relocate:

• Gurugram, Haryana: Reliably commute or willing to relocate with an employer-provided relocation package (Preferred)

Application Question(s):

• Current CTC?
• Notice Period?

Experience:

• total work: 3 years (Preferred)
• Financial concepts: 1 year (Preferred)
• Customer support: 2 years (Preferred)

Work Location: In person