Customer Support

**Department**: Customer Support / Operations
**Employment Type**: Full-Time
**Location**: Work from Office
**Shift Timing**: 9:30 AM - 7:00 PM
**Working Days**: 5 days/week (2 rotational weekly offs)
**Process**: Voice - Sales
**Vertical**: Digital Sales

**Job Purpose**

The Customer Care Executive serves as the first point of contact for customers, handling queries, sales interactions, complaints, and requests related to fintech products and services. The role requires strong communication, customer service, sales understanding, and the ability to provide seamless customer experience while adhering to financial and compliance guidelines.

**Key Responsibilities**
- Assist customers with onboarding, account creation, KYC, wallet top-ups, and transaction-related issues.
- Address customer queries related to payments, refunds, transaction failures, digital services, and product usage.
- Promote fintech products, highlight features, and support sales conversion where applicable.
- Escalate complex/technical cases to relevant teams (Operations, Risk, Compliance, Technical Support).
- Maintain accurate and updated records of customer interactions using CRM systems.
- Educate customers on new features, secure usage practices, and product updates.
- Ensure compliance with company policies, security protocols, and financial regulations.
- Achieve individual and team KPIs such as response time, resolution time, CSAT, and sales targets.
- Provide insights and feedback to product and operations teams to enhance customer experience.

**Required Skills & Qualifications**
- Bachelor’s Degree (Full-time or Part-time) in Business, Finance, Communications, or equivalent.
- 1+ years of work experience **mandatory**—preferably in Sales, Customer Service, Fintech, Banking, or Digital Payments.
- Strong verbal and written communication skills in English (multilingual advantage).
- Understanding of call center operations and customer handling techniques.
- Knowledge of digital payments, wallets, UPI, cards, or banking processes.
- Proficiency in CRM tools, ticketing systems, MS Office, or Google Workspace.
- High patience, professionalism, and the ability to work under pressure.
- Strong problem-solving skills and attention to detail.

**Key Competencies**
- Customer-first approach
- Empathy & active listening
- Time management & multitasking
- Conflict resolution
- Adaptability in fast-paced fintech environments
- Sales orientation and persuasion skills

**Performance Metrics (KPIs)**
- Average Response Time (ART)
- Average Resolution Time (AHT)
- First Contact Resolution (FCR)
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Accuracy in documentation and query handling
- Compliance and security adherence
- Sales closure / conversion (for Digital Sales vertical)

**Operational Checklist (Interview Evaluation Criteria)**
- Good communication skills (English mandatory)
- Clarity of thought and understanding of call center functioning
- Understanding of Sales, General Insurance, and customer handling
- Ability to speak on a given topic (fluency & confidence assessment)
- Awareness of “Why you want to join Lombard / Call Center?”
- Sales skills evaluation
- Mock call performance
- Relevant work experience (1+ years in sales mandatory)

**Interview Process**

There are **two rounds** of interviews:

- **HR Round**:

- **Operations Round**

Pay: ₹390,000.00 per year

Application Question(s):

- How would you rate your English communication skills on a scale of 1 to 5?
- What is your Current CTC?
- What is your Expected CTC will be?
- What's your Notice Period or Availability to join?

**Experience**:

- Sales: 1 year (required)

Work Location: In person