Key Responsibilities
- Comprehend and process all customer email and chat correspondence in a timely and efficient manner.
- Provide accurate, relevant, and effective resolutions to customer queries through email and chat.
- Conduct necessary research and investigation to resolve customer issues and provide appropriate responses.
- Respond to customer inquiries promptly, professionally, and empathetically.
- Complete all customer care follow-ups within the defined timelines.
- Provide suitable alternatives and solutions while ensuring a superior customer experience.
- Handle customer concerns professionally and take ownership of issues until resolution.
- Make quick and appropriate decisions based on available information, processes, and business guidelines.
- Maintain a positive and skilled working relationship with peers, management, and support teams.
- Demonstrate a strong commitment to teamwork and exemplary customer service.
- Work effectively across multiple channels and platforms based on business requirements.
- Maintain accuracy and quality while handling multiple customer interactions simultaneously.
- Follow defined processes, policies, quality standards, and escalation procedures.
- Identify recurring customer issues and provide relevant feedback to the appropriate teams.
- Maintain confidentiality and handle customer information responsibly, particularly when dealing with financial and transactional information.
Experience
- 2+ years of experience in Chat Support / Email Support / Customer Support.
- Experience in a FinTech, NBFC, Banking, Lending, Payments, Financial Services, or related industry is preferred.
- Experience handling customer queries related to financial products, loans, repayments, transactions, payments, accounts, or digital financial services will be an added advantage.
Desired Skills
- Ability to understand, read, and communicate in English proficiently.
- Knowledge of Hindi and/or Marathi is preferred.
- Strong written and v
📌 Customer Service Executive (Mumbai)
🏢 Bhanix
📍 Mumbai