Customer Support Executive

Job Title: Customer Care Executive – Fintech

Department: Customer Support / Operations
Location: Gurgaon Sector 66

Job Purpose

The Customer Care Executive serves as the first point of contact for customers, managing inquiries, complaints, and requests related to fintech products and services. The role demands strong communication skills, a problem-solving mindset, and a commitment to delivering exceptional customer experiences while maintaining compliance with financial regulations.

Key Responsibilities

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

• Assist customers with onboarding, KYC, account creation, wallet top-ups, transactions, and related issues.

• Address queries regarding payments, refunds, transaction failures, and platform usage.

• Escalate complex issues to internal teams such as Operations, Risk, Compliance, or Technical Support.

• Record and maintain accurate customer interaction logs in CRM systems.

• Educate customers about fintech products, new features, and secure usage best practices.

• Ensure all communications adhere to company policies and industry compliance standards.

• Meet performance goals related to response time, resolution time, and customer satisfaction.

• Provide product and service feedback to enhance user experience and operational efficiency.

Required Skills & Qualifications

• Bachelor’s degree in Business, Finance, Communications, or a related field (preferred).

• 1–3 years of customer service experience, ideally in fintech, banking, or the payments industry.

• Excellent verbal and written communication skills.

• Ability to manage high-pressure situations with professionalism and composure.

• Familiarity with digital payment systems (UPI, wallets, cards, or banking processes).

• Proficiency with CRM software, ticketing tools, and MS Office/Google Workspace.

• Strong attention to detail and analytical thinking.

• Multilingual proficiency is an added advantage.

Key Competencies

• Customer-first mindset

• Empathy and active listening

• Time management and multitasking

• Conflict resolution skills

• Adaptability in a dynamic 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 protocols

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.