Customer Support Executive

1 - 31 years

1 - 3 Lacs

Posted:2 days ago| Platform: Apna logo

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Work Mode

On-site

Job Type

Full Time

Job Description

About the RoleWe are looking for a Customer Support Executive with strong communication skills and a solid understanding of banking/fintech processes. The role involves resolving customer queries, ensuring compliance, and delivering a seamless support experience across calls, chats, and emails. Key ResponsibilitiesHandle customer inquiries related to accounts, transactions, payments, KYC, and app/portal issues. Provide accurate and timely resolutions via phone, chat, and email. Review and validate customer details in line with KYC/AML guidelines. Coordinate with internal teams (Tech/Ops/Fraud/Risk) for case resolution. Track and escalate issues as per defined SOPs. Maintain logs, update CRM tools, and ensure proper documentation. Meet performance metrics such as SLA, AHT, CSAT, and QA scores. Identify potential fraudulent patterns and report to the risk team. Maintain customer confidentiality and adhere to regulatory standards.

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