Walk-in || Customer Support Executive

Customer Service & Query Resolution

• Handle inbound and outbound customer interactions through calls, emails, chat, WhatsApp, and support tickets.
• Address customer queries related to loan applications, loan servicing, repayments, EMI schedules, NOCs, account statements, and other service requests.
• Ensure first-contact resolution wherever possible.
• Escalate unresolved issues to appropriate departments and track closure.

Complaint Management

• Register, investigate, and resolve customer complaints within defined timelines.
• Maintain complaint logs and update customers on resolution status.
• Ensure compliance with customer grievance redressal processes and regulatory requirements.

Service Request Processing

• Process customer requests such as:
• NOC issuance
• Statement requests
• Loan closure requests
• EMI schedule requests
• Payment reconciliation requests
• Customer profile updates
• Coordinate with Operations, Collections, Credit, Finance, and Technology teams for request fulfillment.

Customer Communication

• Provide accurate information regarding products, policies, and processes.
• Maintain professional and empathetic communication at all times.
• Conduct follow-up calls to ensure customer satisfaction.

CRM & Documentation

• Record all customer interactions in CRM and support systems.
• Maintain complete and accurate customer records.
• Prepare daily and monthly reports on customer interactions and service metrics.

Process Improvement

• Identify recurring customer issues and suggest process improvements.
• Participate in customer experience initiatives and service quality enhancement projects.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Average Resolution Time
• Complaint Resolution TAT
• Customer Retention and Service Quality Metrics
• Productivity and Ticket Closure Rates

Qualifications

• Graduate in any discipline.
• 13 years of experience in customer service, customer support, call center, banking, NBFC, fintech, insurance, or related industries.
• Freshers with excellent communication skills may also be considered.

Preferred Experience

• Experience in NBFC, Banking, Fintech, EV Financing, or Digital Lending.
• Familiarity with loan servicing and customer grievance handling.