Customer Support Associate

Gokwik Commerce Solutions

1 - 3 years

2 - 3 Lacs

gurugram

Posted:4 days ago| Platform:

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Skills Required

outbound ticketing process orientation compliance bfsi nbfc cross functional coordination customer support continuous improvement crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

This is a customer-support-first role with a strong focus on outbound calling and repayment risk handling. You will act as the primary point of contact for customers facing repayment issues, mandate bounces, or payment failures. Your work directly impacts collections efficiency, customer experience, and compliance across GoKwik s payment and lending flows.

What you'll Own

Customer Support Calling

Act as first-level customer support through outbound and inbound calls.
Handle customer queries related to UPI mandate failures, bounced payments, dues, repayment methods, refunds, settlements, and other product-related concerns.
Proactively call customers with mandate bounces to drive timely collections.

Collections Repayment Enablement

Educate customers on repayment processes, UPI AutoPay setup, reattempts, and alternate payment options.
Resolve customer concerns empathetically while maintaining a strong focus on timely collections.
Follow defined call scripts, support SOPs, and compliance guidelines at all times.

Case Management Cross-functional Coordination

Maintain accurate records of customer interactions, disputes, and resolutions in CRM systems.
Escalate complex or sensitive cases to Risk, Product, or Tech teams and follow up until closure.
Meet daily and monthly targets for call productivity, resolution TAT, and collections.

Insights Continuous Improvement

Share recurring customer issues and patterns with internal teams.
Contribute insights to improve repayment journeys, product flows, and self-serve support experiences.

Who You Are

1-3 years of experience in Customer Support, Telecalling, or Collections roles, preferably within FinTech, NBFC, or BFSI.
Hands-on experience with outbound calling and payment or repayment-related customer conversations.
Familiarity with EMI, UPI AutoPay mandates, BNPL, or lending products is a strong plus.
Ability to handle irate or distressed customers with patience and professionalism.
Comfortable working in a target-driven, SLA-focused environment.
Basic working knowledge of CRM tools, ticketing systems, and spreadsheets

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Customer Support Associate