Customer Care Executive

2 days ago

Gurugram Haryana, India Adrianaa services Full time

**Position Overview**:
Job Title**:Customer Care Executive - Fintech**

Department**:Customer Support / Operations**

Location**:Golf Course Extension Road, Sector 66, Gurugram (Head Office)**

No. of Openings**:2**

Salary Range**:₹25,000-₹35,000 per month**

Experience Required**:2-3 years in Fintech, Banking & NBFC Experience**

Preferred Qualification**:Minimum Graduate**

Preferred/Additional Skills**:Past Fintech, Banking & NBFC Experience**

Experience Required**:2 -5 Yrs**
- _______

**Job Purpose**:
The Customer Care Executive will act as the first point of contact for customers, handling queries, complaints, and requests related to fintech products and services. The role requires excellent communication, problem-solving skills, and the ability to provide a seamless customer experience while ensuring compliance with financial regulations.
- _______

**Key Responsibilities**
- **Assist customers with onboarding, account creation, KYC, wallet top-ups, transactions, and issue resolution.**
- Address queries related to payments, refunds, transaction failures and service usage.
- Escalate complex cases to relevant internal teams (operations, risk, compliance, technical support).
- Maintain accurate records of customer interactions in CRM systems.
- Educate customers about fintech products, new features, and best practices for secure usage.
- Ensure all customer interactions adhere to company policies and regulatory requirements.
- Meet individual and team KPIs, including response time, resolution time, and customer satisfaction scores.
- Provide feedback to product and operations teams to improve customer experience.
- _______

**Required Skills & Qualifications**
- Bachelor’s degree in **Business, Finance, Communications, or related field (preferred).**
- **2 - 5 Yrs of experience in customer service, preferably in fintech, banking, or payments industry.**
- Strong verbal and written communication skills.
- Ability to handle high-pressure situations with patience and professionalism.
- Familiarity with digital payments, wallets, UPI, cards, or banking processes.
- **Proficiency in using CRM software, ticketing tools, and MS Office/Google Workspace.**
- Problem-solving mindset with attention to detail.
- Multilingual skills (as per region) will be an added advantage.
- _______

**Key Competencies**
- Customer-first attitude
- Empathy and active listening
- Time management and multitasking
- Conflict resolution
- Adaptability in a fast-paced fintech environment
- _______

**Performance Metrics (KPIs)**
- Average Response & Resolution Time
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT) / Net Promoter Score (NPS)
- Accuracy in query handling and documentation
- Adherence to compliance and security standards

**How to Apply**:
or

msg on this number**:+91-8010768617**

**Job Types**: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Application Question(s):

- Do you have FinTech Industry Experience?
- How much you rate yourself in 0/10 in English communication skills because Excellent communication English required?
- Are you a Immediate Joiner?
- What is your In Hand Salary per month?

**Experience**:

- Customer Care Executive - Fintech Industry: 1 year (required)

**Location**:

- Gurgaon, Haryana (required)

Work Location: In person

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