Customer Support Executive

About the Role:

Customer Support Executive

Key Responsibilities:

Customer Interaction & Support

• Handle incoming and outgoing customer calls through IVR systems with professionalism and empathy.
• Manage customer queries, complaints, and feedback via WhatsApp Business, RCS, chat, and email channels.
• Resolve customer issues promptly and escalate cases to the relevant team when necessary.
• Maintain high levels of customer satisfaction through prompt and accurate support.

Automation & Communication Tools Management

• Monitor and manage automated communication workflows (WhatsApp automation, RCS campaigns, IVR responses).
• Collaborate with the tech and product teams to improve response flows, reduce manual interventions, and enhance automation logic.
• Ensure message templates and responses align with brand tone and compliance requirements.

Reporting & Feedback

• Track customer support metrics (response time, resolution rate, CSAT scores, etc.).
• Provide daily/weekly reports and insights to improve user experience.
• Identify recurring issues and suggest process or product improvements.

Compliance & Quality

• Follow internal policies and data privacy protocols during all customer interactions.
• Maintain accurate and up-to-date records of all customer communications in CRM tools.
• Participate in regular training sessions to stay updated on product knowledge and communication standards.

Key Requirements:

• Bachelor’s degree in any discipline.
• 1–3 years of experience in customer support, preferably in fintech, e-commerce, or telecom sectors.
• Excellent verbal and written communication skills (English & Hindi; regional languages are a plus).
• Familiarity with tools such as Freshdesk, Zendesk, Twilio, Interakt, or similar platforms.
• Ability to multitask, manage time efficiently, and remain calm under pressure.
• Strong understanding of customer behavior and empathy-driven communication.

Preferred Skills:

• Experience handling IVR, WhatsApp Business API, and RCS campaigns.
• Basic knowledge of CRM tools and ticketing systems.
• Comfort with technology-driven communication processes and automation workflows.

Why Join Us:

• Work in a fast-growing fintech environment redefining digital customer experience.
• Opportunity to learn automation-driven support operations.
• Collaborative culture focused on innovation, empathy, and growth.