Customer Support Voice & Non-Voice Call Center Agent

Key Responsibilities: • Handle inbound and outbound calls, as well as email interactions, to resolve customer queries, complaints, and service requests • Respond to customer emails within defined TAT and quality SLAs • Identify customer needs and provide accurate, complete, and timely resolutions • Investigate customer issues thoroughly while adhering to regulatory and internal compliance guidelines • Draft clear, professional, and empathetic email responses aligned with the company’s communication standards • Escalate complex or unresolved issues to relevant internal teams and ensure timely follow-up and closure • Maintain accurate records of customer interactions, case logs, trackers, and resolution documentation • Build and maintain strong customer relationships through professional and empathetic communication • Ensure strict compliance with regulatory frameworks such as RBI, TRAI, or other applicable authorities • Support internal and external audits by providing call records, email logs, and documentation as required • Identify recurring customer issues and proactively highlight them to supervisors for process improvement • Follow company policies, communication guidelines, and quality standards at all times • Actively contribute to customer retention by delivering a high standard of service Key Requirements: • Minimum 1–2 years of experience in customer support (voice and/or email) within a regulated industry (FinTech, BFSI, Insurance, Telecom, etc.) • Excellent verbal and written communication skills with strong comprehension abilities • Strong attention to detail, accuracy, and professionalism in both spoken and written communication • Experience with CRM tools such as Freshdesk, Zendesk, Salesforce, or similar systems • Understanding of compliance, regulatory requirements, and data confidentiality protocols • Ability to handle high interaction volumes efficiently while maintaining quality standards • Strong problem-solving skills and ability to work independently and within a team • Willingness to work in rotational shifts, if required Preferred Qualifications: • Graduate in any discipline (Business, Commerce, or Communication preferred) • Experience handling sensitive, escalated, or regulatory customer complaints • Exposure to audit processes, compliance documentation, or regulated complaint handling • Prior experience in a blended customer support environment is an advantage What We Offer: • Opportunity to grow within a structured and compliance-driven customer experience function • Exposure to regulated industry processes and best practices • Collaborative work environment with cross-functional teams including Legal, Product, and Technology • Training, mentorship, and career development opportunities • Professional and performance-driven workplace

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