Customer Support Executive

Job Description

Qualification: Bachelors degree in business administration, Finance, or a related field preferred Key responsibilities are mentioned below: Candidate should have 3-4 years of experience in customer service role, preferably in the financial services industry. Handle inbound and outbound customer inquiries related to prepaid cards via phone, email, and chat channels. Provide timely and accurate assistance to customers regarding card activations, balance inquiries, transaction history, and general account information. Resolve customer complaints and issues promptly and effectively, ensuring high levels of customer satisfaction. Educate customers on card features, benefits, and usage guidelines to maximize cardholder experience. Process card-related requests such as card replacements, PIN resets, and address updates in accordance with company policies and procedures. Internal content Collaborate with internal departments including Sales, Operations, Finance, Technology and Fraud Management / Prevention teams to address customer queries and escalate complex issues as needed. Monitor & manage FRM (Fraud Risk) alerts using necessary interface/tools, ensure appropriate reporting to the relevant teams and coordinate with relevant stake holders for closures. Maintain detailed records of customer interactions and transactions using CRM software. Stay updated on industry trends and best practices in prepaid card services to enhance service delivery and customer support processes. Participate in ongoing training and development programs to enhance product knowledge and customer service skills. Proficiency in both English and Hindi languages is required; additional language skills will be an advantage. Strong communication and interpersonal skills with a customer-centric approach. Ability to multitask, prioritize, and manage time effectively in a fast-paced environment. Familiarity with CRM software and call centre technology is preferred. Excellent problem-solving skills with attention to detail and accuracy. Ability to work independently as well as collaboratively within a team.