Job Title: Customer Support Executive Location: Gurgaon Employment Type: Full-time | Rotational Shift Reporting To: Operations Manager / Business Owner Job Overview: As a Customer Support Executive, you will be the primary point of contact for customers and agents using our DMT platform. Your job is to resolve issues promptly, ensure a high level of customer satisfaction, and build trust among our user base. Key Responsibilities: Answer incoming calls, WhatsApp messages, and support tickets systems regarding transaction issues. Guide users and agents through DMT services, refund requests, KYC, and wallet-related queries. Maintain ticket logs and follow up with backend teams for resolution of failed transactions. Escalate major issues (technical downtime, failed settlements) to the tech or compliance team. Educate users about common reasons for failed transactions and best practices. Provide daily reports of complaints received, resolved, and pending. Conduct occasional satisfaction surveys to measure support quality. Requirements: Minimum 12th pass; Graduate preferred. 1+ year of customer support experience in fintech, banking, or recharge platforms. Fluent in Hindi; Basic spoken English required. Polite, calm, and problem-solving attitude. Basic understanding of how IMPS/NEFT/UPI transactions work.

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