Job Description

Experience: 2 to 3 Years

Location: Thane

Industry Preference: Financial Services / Payments / Fintech

Role Overview:

We are looking for a proactive and customer-focused professional to join our Customer Service team.

The ideal candidate will be responsible for handling customer interactions across multiple channels (email, chat, and outbound calls), ensuring prompt query resolution and superior service delivery in line with organizational standards.

Key Responsibilities:

• Handle customer queries and requests received through emails, chats, , ensuring accurate and timely responses.
• Manage customer communication with empathy and professionalism to deliver a high- quality service experience.
• Track, document, and follow up on open cases or escalations until resolution.
• Support in Outbound calling
• Coordinate with internal teams such as Operations, and Product for query resolution and service improvements.
• Maintain service-level standards (TATs, quality, accuracy) and adhere to compliance guidelines.
• Identify and escalate issues impacting customer experience to the supervisor or relevant stakeholders.
• Support process improvements by providing feedback and insights from customer interactions.

Key Skills & Competencies:

• Excellent written and verbal communication skills.
• Strong interpersonal skills and customer empathy.
• Ability to multitask across different communication channels (email, chat, outbound).
• Prior experience in Financial Services, Payments, or BFSI domain preferred.

• Proficient in MS Office and CRM tools.
• Problem-solving mindset with attention to detail.

Educational Qualification:

• Graduate in any discipline (Preferred: Commerce, Business Administration, or related fields).

Working Days:

• 6 days a week