Customer Support Executive

Customer Service Executive

IO Redressal Queue | Blended – Email Process

Company: Imperative Business Ventures Limited

Location: Kharadi, Pune

Position: Customer Service Executive – IO Redressal Queue

Process: Blended – Email Process

Experience: Minimum 1 year in Customer Service

BFSI/NBFC Experience: Minimum 6 months – Mandatory

About the Role

We are looking for a skilled and customer-focused Customer Service Executive to join our Internal Ombudsman (IO) Redressal Queue. The role involves handling high-level customer escalations, grievances, complex disputes, and email communication while ensuring accurate and professional resolution within defined timelines.

Key Responsibilities

Handle customer grievances, escalations, and complex dispute cases.

Manage and respond to customer emails with professional and accurate communication.

Draft clear, grammatically correct, and customer-friendly responses.

Understand customer concerns and provide appropriate resolutions.

Handle cases related to financial products, loans, EMI, interest calculations, and related queries.

Review customer complaints and identify the appropriate resolution or escalation.

Coordinate with internal teams for resolution of complex customer cases.

Ensure adherence to defined processes, quality standards, and TAT.

Maintain accurate records and documentation of customer interactions.

Handle sensitive and high-priority escalations professionally.

Follow applicable BFSI/NBFC guidelines, financial norms, and escalation procedures.

Participate in mock calls/email assessments and quality evaluations.

Required Skills

Excellent verbal and written communication skills.

Strong email drafting and comprehension skills.

Good grievance-handling and customer-management skills.

Ability to handle difficult and escalated customer situations.

Strong analytical and problem-solving abilities.

Good understanding of financial terminology.

Ability to understand EMI and interest calculations.

Good attention to detail.

Ability to work under pressure and meet TAT.

Mandatory Eligibility

Minimum 1 year of customer service experience.

Minimum 6 months of experience in BFSI/NBFC – Mandatory.

Excellent English communication skills.

Strong written communication and email drafting ability.

Candidates should be comfortable handling customer grievances and escalations.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 1 years of experience.