Associate (A1)
LenDenClub · Mumbai · onsite · Posted 29d ago
Undisclosed2–7 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Title
Customer Service Executive
Department Customer Support
Location Mumbai (Work from Office)
Employment Type Full-time
About the Role We are looking for a customer-focused, empathetic, and detail-oriented Customer Service Executive to deliver exceptional support across multiple customer touchpoints. The role involves handling customer queries, resolving complaints, providing product guidance, and ensuring every interaction reflects a high standard of service while adhering to regulatory and compliance requirements.
The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and the willingness to leverage technology and AI tools to improve customer experience.
Key Responsibilities Customer Support - Handle customer queries through Email, Chat, Calls, WhatsApp, Social Media, and App Support.
- Deliver prompt, accurate, and professional resolutions within defined service levels.
- Educate customers about products, processes, policies, and platform features.
- Ensure high customer satisfaction while maintaining empathy and professionalism.
- Investigate customer concerns thoroughly and provide appropriate resolutions.
- Handle escalations with ownership until closure.
- Coordinate with internal stakeholders such as Operations, Product, Technology, Risk, Finance, and Compliance to resolve complex issues.
- Ensure all customer grievances are addressed within regulatory timelines.
- Adhere to company SOPs, regulatory guidelines, and quality standards.
- Maintain complete and accurate customer interaction records.
- Escalate potential compliance or fraud-related concerns appropriately.
- Meet defined productivity, quality, and SLA metrics.
- Identify recurring customer issues and recommend process improvements.
- Contribute to knowledge base updates and process documentation.
- Participate in UAT and validation whenever customer-facing process changes are introduced.
- Effectively use CRM, ticketing platforms, and internal support tools.
- Utilize AI-enabled tools for drafting responses, knowledge discovery, and improving productivity.
- Stay updated with new technologies introduced within the support ecosystem.
- Excellent verbal and written communication skills.
- Good typing speed and computer proficiency.
- Comfortable working on CRM and ticket management systems.
- Strong understanding of MS Excel and Google Workspace.
- Familiarity with AI tools such as ChatGPT, Gemini, Copilot, or similar platforms is preferred.
- Customer-first mindset.
- Strong problem-solving ability.
- High attention to detail.
- Excellent interpersonal skills.
- Ownership and accountability.
- Ability to multitask under pressure.
- Positive attitude and willingness to learn.
- Graduate in any discipline.
- 0-3 years of experience in Customer Service, Customer Support, or Customer Experience.
- Experience in BFSI, FinTech, NBFC, Banking, or Digital Lending will be an added advantage.
- SLA adherence
- First Response Time (FRT)
- Resolution Time (TAT)
- Customer Satisfaction (CSAT)
- Quality Audit Score
- Complaint Resolution within regulatory timelines
- Productivity (tickets handled)
- Adherence to process and compliance requirements
We value individuals who:
- Take ownership of customer problems until resolution.
- Communicate clearly and professionally.
- Are naturally empathetic and customer-centric.
- Embrace technology and continuously improve the way they work.
- Thrive in a fast-paced, dynamic environment.
- Are curious, proactive, and eager to learn.
Required Skills
Ownership & Accountability Resilient Collaboration empathy Social Media Management Problem Solving
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCSATCustomer Experiencecustomer satisfactionCustomer SupportcrmApp SupportgeminicopilotbfsiCustomer QueriesBankingcomplaint resolutionFintechAI ToolsCommunication SkillscompliancefinanceArtificial Intelligence
About LenDenClub
LenDenClub
FinTech
215
employees
2015
11 years old
Mumbai,Maharashtra
India
About
LenDenClub is India’s largest alternate investment platform which started operations in India in 2015. We have been helping investors diversify their investments beyond traditional investment instrume
Industries
FinTechInternet
Employee ratings
89 reviews
2.8/ 5
Culture
2.9
Career growth
2.4
Work-life
2.7
Employees rate it well for
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