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 professional 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 verbal communication skills.
- Good understanding of professional email and chat communication standards.




- Strong comprehension skills with the ability to understand customer concerns and provide appropriate responses.
- Confident, customer-focused, and professional approach.
- Strong analytical and problem-solving mindset.
- Passion for delivering excellent customer service and creating a positive customer experience.
- Ability to make quick and appropriate decisions while handling customer queries.
- Typing speed of 35+ WPM with a minimum of 90% accuracy.
- Ability to multitask and efficiently navigate between multiple screens, systems, and tools.
- Quick navigation skills with good web-savvy capabilities.
- Basic troubleshooting and technical problem-solving knowledge.
- Good working knowledge of MS Word and MS Excel.
- Ability to work effectively in a fast-paced environment and adapt to changing business requirements.
- Ability to work independently as well as collaboratively within a team.
- Strong attention to detail and ability to maintain accuracy while handling high-volume customer interactions.
- Prior exposure to FinTech/NBFC processes, products, customer journeys, or terminology will be an added advantage.

Preferred Candidate Profile The ideal candidate should be:
- Customer-centric and service-oriented.
- A strong communicator with excellent written English.
- Comfortable handling customers through chat and email.
- Good at researching issues and identifying the right resolution.
- Comfortable working with multiple systems and applications simultaneously.
- Quick to learn new products, processes, and technologies.
- Adaptable to work according to business requirements.
- Able to handle customer concerns with patience, empathy, and professionalism.
- Familiar with the basics of FinTech/NBFC/financial services or willing to learn quickly.

Educational Qualification
- Graduate / Any Degree / Diploma / Post-Graduation.
- Relevant experience in customer support may be considered based on the candidate's overall profile.

Industry Preference FinTech / NBFC / Banking / Lending / Payments / Financial Services

Candidates with relevant experience in these industries will be given preference.

📌 Customer Service Executive (Mumbai)
🏢 Bhanix
📍 Mumbai