- Handle customer queries via live chat, email, and phone calls (inbound and outbound) as required by the customer or team lead.
- Assist users with account sign-up, email/OTP verification, and login issues,
- Guide customers through the KYC verification process DigiLocker flow and manual document upload.
- Support users with bank account verification (BAV) Penny Drop process, document submission, and status updates.
- Respond to queries related to spot trading order placement, order status, wallet balance, and deposit/withdrawal flow.
- Identify unresolved or complex issues and escalate them to the Senior Agent or Team Lead with accurate documentation.
- Maintain a qualified, empathetic, and courteous tone across all customer interactions.
- Ensure all chats, emails, and calls are correctly tagged, documented, and closed in the CRM system.
- Meet defined SLA, CSAT, and quality targets on a consistent basis.
- Participate in regular product training, knowledge-sharing sessions, and team calibrations.
- Proactively update customers on the status of their pending queries or open cases.

📌 Customer Success (Mumbai)
🏢 Bizaccen Knnect
📍 Mumbai