Job Summary:

We are looking for a customer-focused and enthusiastic Customer Support Representative to join our Fintech team. The ideal candidate should have good communication skills, a problem-solving mindset, and a willingness to learn. The role involves assisting customers with their queries through multiple support channels, including phone calls, emails, live chat, WhatsApp, and application-based support.

The candidate will be responsible for providing timely assistance with account-related queries, onboarding, KYC verification, transactions, payments, technical issues, and general application usage while ensuring a smooth and positive customer experience.

Key Responsibilities:

- Handle customer inquiries through phone calls, emails, live chat, WhatsApp, and application-based support channels in a qualified and timely manner.
- Assist customers with account registration, onboarding, KYC verification, login issues, transactions, payments, refunds, and other account-related queries.
- Provide application-based support by helping customers navigate the app, understand its features, resolve common usage issues, and troubleshoot basic technical problems.
- Understand customer concerns, identify the root cause of issues, and provide appropriate solutions to ensure customer satisfaction.
- Escalate complex, technical, transaction-related, or unresolved issues to the relevant internal teams and follow up until closure.
- Record customer interactions,



complaints, resolutions, and follow-ups accurately in CRM or ticketing systems.
- Monitor open tickets and ensure timely resolution within defined service-level agreements (SLAs).
- Provide accurate information about products, services, features, pricing, policies, processes, and security practices.
- Verify customer identity wherever required and maintain strict confidentiality of customer data and financial information.
- Follow company policies, applicable Fintech compliance requirements, data privacy guidelines, and information security standards.
- Coordinate with Operations, Compliance, Product, Technical, and Finance teams to resolve customer concerns effectively.
- Collect customer feedback and highlight recurring issues to help improve application functionality, customer experience, and support processes.
- Stay updated on product features, application updates, process changes, and relevant compliance requirements.
- Meet individual and team performance targets, including response time, resolution time, customer satisfaction (CSAT), quality scores, and productivity.
- Maintain a courteous, empathetic, and professional approach while communicating with customers across all support channels.

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits

- Health insurance
- Life insurance
- Paid sick time
- Provident Fund

Work Location: In person

📌 Customer Support Representative (Naranpura)
🏢 AERONFLY INTERNATIONAL PRIVATE
📍 Naranpura