Customer Support Executive (Email)

Position Overview

As a Customer Support Executive at MProfit, you will be part of our Customer Success team, helping customers resolve their queries and ensuring a smooth experience while using our wealth-tech solutions.

This is a non-voice, email-based support role, where you will primarily handle customer queries through email and our helpdesk ticketing system. You will be responsible for understanding customer concerns, providing accurate responses, and ensuring timely resolution of support tickets.

Key Responsibilities

1. Email & Ticket Management

• Handle customer queries and support requests through email.
• Manage and respond to tickets assigned through the helpdesk system.
• Ensure timely responses and resolution of customer queries.
• Track open tickets and follow up to ensure timely closure.

2. Customer Query Resolution

• Understand customer issues and provide clear, accurate, and helpful responses.
• Assist customers with product-related queries and basic troubleshooting.
• Follow established processes and guidelines while resolving customer concerns.
• Escalate complex or technical issues to the relevant teams when required.

3. Customer Communication

• Maintain professional, polite, and customer-friendly communication.
• Demonstrate patience and empathy while handling customer complaints and concerns.
• Ensure responses are clear, grammatically correct, and easy to understand.

4. Documentation & Coordination

• Maintain accurate records of customer interactions and ticket resolutions.
• Coordinate with internal teams to resolve customer issues.
• Identify recurring customer queries and share feedback with the team.
• Stay updated on product features, updates, and support processes.

Qualifications & Skills

• Freshers or candidates with up to 2 years of experience in customer support, preferably in an email-based process.
• Bachelor's degree in any discipline.
• Excellent written communication skills in English.
• Good email writing, grammar, and comprehension skills.
• Basic computer proficiency and familiarity with MS Office or Google Workspace.
• Ability to understand customer queries and provide appropriate solutions.
• Good problem-solving skills and attention to detail.
• Willingness to learn new technologies and understand financial products.
• Prior experience with helpdesk tools such as Freshdesk, Zendesk, or Zoho Desk would be an added advantage.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Application Question(s):

• How many years of work experience do you have?
• Do you have prior experience in a customer-facing or email-based customer support role? (Yes / No)
• What is your current CTC in LPA? (Mention 0 if you are a fresher.)
• How would you rate your written English communication skills on a scale of 1–10? (1 being the lowest and 10 being the highest.)

Work Location: In person