Customer Support Executive

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

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.

More about this Customer Support Executive job

1. What is the eligibility criteria to apply for this Customer Support Executive job?
   Ans: The candidate should be All Education levels and above with 6 months - 6+ years Experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹20000 - ₹35000 per month that depends on your interview. It's a Full Time job in Gurgaon.
3. How many working days are there for this Customer Support Executive job?
   Ans: This Customer Support Executive job will have 6 working days.
4. Are there any charges applicable while applying or joining this Customer Support Executive job?
   Ans: No, there is no fee applicable for applying this Customer Support Executive job and during the employment with the company, i.e., IKEDA LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Customer Support Executive role?
   Ans: There is an immediate opening of 10 Customer Support Executive at IKEDA LIMITED
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Customer Support Executive job?
   Ans: This Customer Support Executive job has Rotational Shift.