Customer Care Executive

6 hours ago

Gurugram Haryana, India Boost Tech Full time

**Job Title**: Customer Care Executive

**Department**: Customer Support / Operations
**Location**: Gurgaon
**Employment Type**: Full-Time

**Job Purpose**

The **Customer Care Executive** serves as the first point of contact for customers, managing inquiries, complaints, and service requests related to fintech products and services. This role demands excellent communication and problem-solving skills to deliver an exceptional customer experience while ensuring compliance with financial regulations and company policies.

**Key Responsibilities**
- Support customers with onboarding, account setup, KYC verification, wallet top-ups, and transaction-related queries.
- Handle issues related to payments, refunds, transaction failures, and service usage.
- Escalate complex issues to relevant departments such as Operations, Risk, Compliance, or Technical Support.
- Maintain accurate and up-to-date records of all customer interactions in the CRM system.
- Educate customers about fintech products, new features, and safe usage practices.
- Ensure adherence to company policies, compliance standards, and data security guidelines.
- Achieve individual and team KPIs such as response time, resolution rate, and customer satisfaction.
- Provide insights and feedback to product and operations teams to enhance customer experience.

**Required Skills & Qualifications**
- Bachelor’s degree in **Business, Finance, Communications**, or a related field (preferred).
- **1-3 years of experience** in customer service, ideally in fintech, banking, or digital payments.
- Strong **verbal and written communication** skills.
- Ability to remain calm and professional in high-pressure situations.
- Familiarity with **digital payment systems, wallets, UPI, cards**, and related financial operations.
- Proficiency in **CRM tools, ticketing systems**, and **MS Office/Google Workspace**.
- Strong analytical and problem-solving abilities with keen attention to detail.
- Multilingual proficiency (as per region) is an added advantage.

**Key Competencies**
- Customer-first mindset
- Empathy and active listening
- Time management and multitasking
- Conflict resolution and de-escalation
- Adaptability in a dynamic fintech environment

**Performance Metrics (KPIs)**
- Average Response and Resolution Time
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT) / Net Promoter Score (NPS)
- Accuracy in Query Handling and Documentation
- Compliance and Security Adherence

Pay: ₹25,000.00 - ₹30,000.00 per month

Application Question(s):

- What is your Current CTC?
- What is your Expected CTC will be?
- What's your Notice Period or Availability to join?

**Experience**:

- Customer Care Executive: 1 year (preferred)

Work Location: In person

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