Job Description:
Senior Customer Support Executive
Location: Mumbai – Borivali West
Job Type: Full time
Department: Customer Support / Customer Experience
Experience: 2–5 Years
About Malkansview
Malkansview is a Mumbai-based financial education and trading & investing organisation, focused on helping individuals understand stock markets, trading, investing and financial concepts through structured learning programs, courses and community-based support.
Job Summary
We are looking for an experienced and customer-focused Senior Customer Support Executive to join our team in Mumbai.
The candidate will be responsible for handling customer queries, providing timely assistance, resolving issues related to courses/programs, memberships, payments and account access, and ensuring a smooth overall customer experience.
The ideal candidate should have excellent communication skills, a customer-first attitude and the ability to independently handle customer concerns while coordinating with internal teams whenever required.
Key Responsibilities
* Handle customer queries through phone calls, WhatsApp, email and other communication channels.
* Provide accurate information regarding courses, programs, memberships, payments and services.
* Assist customers with login, registration, dashboard access and technical/account-related issues.
* Handle customer complaints and ensure timely and effective resolution.
* Follow up with customers regarding pending queries, payments, registrations or other requirements.
* Coordinate with internal teams such as Sales, Operations, Accounts and Technical Support to resolve customer issues.
* Maintain proper records of customer interactions, complaints and resolutions.
* Ensure timely follow-up and closure of all assigned customer queries.
* Handle escalated customer issues professionally and ensure a positive customer experience.
* Identify recurring customer issues and communicate them to the concerned team for improvement.
* Support customers d