Customer Support Executive (Payments Domain)

As a Customer Support Associate at our company located in Gurgaon, your role involves responding to customer inquiries through phone, email, and chat promptly and professionally. You will be responsible for escalating unresolved queries to the relevant departments and ensuring appropriate follow-through. Additionally, you will maintain detailed records of customer interactions, issues, and resolutions using CRM tools. Collaborating with the technical and operations teams to address recurring issues and enhance the customer experience is also a key part of your responsibilities. Your feedback based on customer pain points will be crucial in guiding the product team. Key Responsibilities: - Respond to customer inquiries via phone, email, and chat promptly and professionally - Escalate unresolved queries to the appropriate departments and ensure follow-through - Maintain detailed records of customer interactions, issues, and resolutions using CRM tools - Collaborate with the technical and operations teams to address recurring issues and improve customer experience - Provide feedback to the product team based on customer pain points Qualifications Required: - Excellent verbal and written communication skills in English (regional language proficiency is a plus) - Good problem-solving skills and attention to detail - Ability to multitask and manage time effectively in a fast-paced environment - Familiarity with customer support tools or similar CRMs - Basic knowledge of fraud prevention and KYC/AML guidelines is an advantage In addition to the above qualifications, a Bachelor's degree in Business Administration, Finance, Commerce, or a related field would be preferred. Experience in a startup or high-growth fintech environment is also considered a plus.,