Customer Support Executive

Role Overview

We are looking for a Customer Support Executive to manage customer interactions across inbound calls, outbound release-related activities, ticket resolution, and customer retention. The role requires strong communication, problem-solving skills, and the ability to provide accurate and timely resolutions while ensuring a positive customer experience.

Key Responsibilities

• Handle inbound customer calls and resolve queries related to loans, payments, releases, statements, app-related issues, and other services.

• Make outbound calls for Full Release (FR), Part Release (PR), and other release-related requests.

• Coordinate with customers regarding payment requirements, slot bookings, branch visits, documentation, and release processes.

• Clearly communicate applicable charges, timelines, requirements, policies, and process-related information to customers.

• Review and validate tickets raised by various support teams and ensure issues are appropriately resolved before closure.

• Maintain accurate case remarks, documentation, and records for all customer interactions and ticket closures.

• Coordinate with relevant internal teams to resolve pending, incomplete, or escalated customer cases.

• Engage with customers who are considering closure, withdrawal, or discontinuation of services.

• Understand customer concerns, identify the root cause of dissatisfaction, and provide appropriate solutions within approved guidelines.

• Support customer retention by providing relevant information, alternatives, and solutions based on customer requirements.

• Ensure timely resolution of customer queries while maintaining service quality and process compliance.

• Follow defined SOPs, quality standards, compliance requirements, and customer service guidelines.

• Maintain a professional and customer-focused approach across all interactions.

Key Skills

• Excellent verbal and written communication skills.

• Strong customer handling and problem-solving abilities.

• Good listening and interpersonal skills.

• Ability to handle both inbound and outbound customer interactions.

• Strong follow-up and coordination skills.

• Ability to manage multiple cases and prioritize tasks effectively.

• Good knowledge of MS Excel and basic computer applications.

• Customer-focused approach with strong attention to detail.

• Ability to work effectively in a target-driven and fast-paced environment.

Preferred Experience

• 0–3 years of experience in Customer Support, Customer Service, BPO, Banking, NBFC, FinTech, or related industries.

• Experience in handling customer calls, ticket management, retention, or loan-related processes will be an added advantage.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 5 years of experience.