Customer Support Executive

1: Requisition Timeline:

Acceptance of Requisition:

(should not exceed 48 hours from Date of requisition & meeting with HR should take place within 48 hours of Date of Requisition)

2: Requestor Information

Department: Customer Support

Requestor's name: Sharad Sachdev

Alternate person to discuss profile: Sunil Kumar

3: Openings Details:

Job Title: Customer Support Executive

Job Level: (Intern/Trainee/Permanent/Contract) - Permanent

Job Location: Gurugram, Haryana

Reporting to: Sharad Sachdev

Minimum Required Qualification (Non-Negotiable): Graduation

Preferred Qualification:

Essential Skills (Non-Negotiable): Inbound Call Center Experience (Language - English/Hindi, Telugu, Tamil)

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

Minimum Work Experience Required: 2 Yrs

Detailed Job Description: (Attach as a separate document) can be worked together if need be.

4: Position Specifications

Approved Salary Budget Range:

Preferred Start Date (Target):

Priority level: (Urgent, High, Medium, Low) - High

Key Resume Keywords (for initial screening): (List critical terms to look for)

5: Other Details

Reason for requisite: (resignation/expansion/temporary replacement/….) -

Success Criteria/ Performance Metrics : Good Communication skills and call center experience, Specific language speaking is a must.

Any Talent Assessment/ Machine Test :

(if yes, procedure// format//contact person with contact details)

6: Additional Notes:

Job Title: Customer Care Executive – Fintech

Department: Customer Support / Operations

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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.

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Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, chat, or social media.
• 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.

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Required Skills & Qualifications

• Bachelor's degree in Business, Finance, Communications, or related field (preferred).
• 1–3 years 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.

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Key Competencies

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

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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

Job Types: Full-time, Permanent

Pay: ₹25, ₹30,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Provident Fund

Experience:

• NBFC OR FINTACH: 3 years (Preferred)

Language:

• English (Preferred)

Work Location: In person

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