Executive II - Customer Experience (Semi-Voice)
Location: Bangalore
About the Team
The Customer Experience team at Navi is at the forefront of delivering a seamless,
high-quality support experience across all our products. From handling video KYC (vKYC)
to resolving customer grievances and escalations, the team manages every interaction
with empathy and efficiency. Using channels like chat, calls, and email, we aim for rapid
resolution, high CSAT scores, and continuous process improvement-leveraging
automation and data insights to scale service quality as we grow.
About the Role
We are looking for a proactive and customer-focused Executive to manage customer
interactions across calls, emails, and chats. You will be the first point of contact for Navi
customers, responsible for delivering accurate, empathetic, and timely support. The role
requires strong communication skills, attention to detail, and a commitment to ensuring
high levels of customer satisfaction across all touchpoints.
Key Responsibilities

Handle customer queries through inbound/outbound calls, emails,



and live chat.
Provide clear, accurate information about our products and services.
Troubleshoot common issues, provide first-level resolutions, and escalate
complex cases as needed.

Handle escalations and make timely escalation callbacks to ensure issue
closure.

Ensure compliance with company policies during all customer interactions.
Maintain accurate documentation of customer communications.
Remain flexible to support different channels based on business needs.
Flexibility to work rotational shifts, including weekends, holidays, and extended hours during
peak periods.

Must Haves

Fluency in English and Hindi, with excellent written English communication skills.
Solid typing speed and accuracy.
Bachelors degree or equivalent diploma in any discipline.
Ability to manage customer interactions across calls, emails, and chat channels.
13 years of experience in customer support or similar roles.
Custo

📌 Executive II (Bengaluru)
🏢 Navi
📍 Bengaluru