Key Responsibilities

- Handle inbound customer calls, emails, chats and WhatsApp queries with speed and accuracy.
- Guide customers through the loan journey — application, KYC, documentation, disbursal and repayment.
- Explain loan terms, EMIs, interest, fees and due dates clearly and transparently.
- Resolve queries on payment failures, refunds, account updates and loan closure / NOC requests.
- Log, track and close tickets in the CRM within defined turnaround times.
- Maintain accurate records of every customer interaction and its outcome.
- Coordinate with Operations, Credit, Tech, Collections and Finance teams to resolve complex cases.
- Handle complaints and grievances with empathy, following the grievance redressal process.
- Identify recurring issues and share feedback to improve the product and customer experience.




- Ensure data privacy and compliance with company policies and RBI guidelines.
- Achieve daily and monthly targets on resolution rate, turnaround time and CSAT.
- Escalate unresolved or sensitive cases as per the escalation matrix.

What We Are Looking For

- Graduate in any discipline, or 12th pass with relevant experience.
- Fluency in English and Hindi, spoken and written.
- Solid communication, listening and problem-solving skills.
- Patience, empathy and the ability to stay calm with frustrated customers.
- Basic computer knowledge; comfort with a CRM or ticketing tool and Excel / Google Sheets.
- Willingness to work rotational shifts or weekends as required.

📌 Customer Support Executive (New Delhi)
🏢 Fluxusforge Private
📍 New Delhi