Email & Chat Process Executive

Key Responsibilities:

• Respond to customer queries, complaints, and service requests via email within defined TAT & quality SLAs

• Investigate and resolve issues while adhering to regulatory and company guidelines

• Draft clear, professional, and empathetic responses aligned with brand tone

• Escalate unresolved or complex queries to relevant internal stakeholders

• Maintain detailed case logs, follow-up trackers, and closure documentation

• Identify recurring issues and flag them to supervisors for resolution

• Ensure full compliance with RBI, TRAI, or other relevant regulatory frameworks (as applicable)

• Support internal audit requests by providing email logs and response samples

• Participate in periodic quality audits, calibration sessions, and feedback reviews

Key Requirements:

• Minimum 2 years of experience in email-based customer support in a regulated industry (FinTech, BFSI, Insurance, Telecom, etc.)

• Excellent written communication and comprehension skills

• Strong attention to detail, tone, and accuracy in responses

• Familiarity with CRM tools like Freshdesk, Zendesk, Salesforce, or in-house systems

• Understanding of compliance and data confidentiality protocols

• Ability to work independently and manage high ticket volumes with discipline

• Comfortable working in rotational shifts (if applicable)

Preferred Qualifications:

• Graduate in any discipline (preferred: business, commerce, or communication)

• Prior experience handling sensitive or high-priority customer cases

• Exposure to regulatory complaint handling or audit documentation is a plus

What We Offer:

• Opportunity to grow within a structured customer experience function

• Exposure to regulatory processes and high-standard compliance environments

• Work with cross-functional teams (Legal, Tech, Product) to improve CX

• Training, mentorship, and access to industry best practices

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