Customer Support Executive

Role & responsibilities :

• Handle customer queries through phone calls, WhatsApp, email and other support channels.
• Assist customers with queries related to the MF Bharat App, including registration, login, transactions, SIPs, KYC, portfolio viewing and other app features.
• Understand customer concerns and provide accurate and timely resolutions.
• Troubleshoot basic app-related issues and coordinate with the technology team for technical problems.
• Assist customers with mutual fund transaction-related queries and coordinate with the relevant internal teams when required.
• Follow up on unresolved queries and ensure timely closure.
• Maintain proper records of customer interactions, complaints and resolutions.
• Escalate complex or sensitive customer issues to the appropriate team.
• Educate customers about relevant app features and help them use the platform effectively.
• Maintain a high level of professionalism, empathy and patience while interacting with customers.
• Ensure compliance with internal processes and customer service standards.

Desired Skills & Qualifications

• Graduate in any discipline.
• 13 years of experience in customer support / customer service, preferably in FinTech, Mutual Funds, Banking, Broking or Financial Services.
• Good verbal and written communication skills.
• Comfortable communicating in English, with added knowledge of Hindi or Marathi.
• Basic understanding of Mutual Funds and SIPs is preferred.
• Comfortable using mobile applications, CRM systems, email and WhatsApp.
• Strong problem-solving and follow-up skills.
• Ability to handle multiple customer queries efficiently.
• Customer-first attitude with patience and a professional approach.