Job Summary
We are hiring Customer Support Executives for a voice-based process handling payment gatewayrelated customer queries. The role involves assisting customers with UPI, wallet usage, failed transactions, refunds, and account-related concerns. Candidates should be customer-focused, good at communication, and comfortable working in rotational shifts.
Key Responsibilities
- Handle inbound voice calls from customers regarding:
- UPI transactions
- Wallet usage
- Failed or pending transactions
- Refund status
- Account-related queries
- Identify customer problems correctly and provide accurate and timely solutions as per process guidelines.
- Verify customer identity using standard security questions to ensure safe and secure transactions.
- Explain payment methods, transaction status, refund timelines, charges, and policies in a clear and professional manner.
- Educate customers on using digital payment services properly.
- Record all call details, complaints, and resolutions in the CRM system accurately.
- Follow quality, compliance, and regulatory standards strictly.
- Escalate unresolved or complex issues to the concerned team.
- Maintain high levels of customer satisfaction and call quality.
- Meet daily productivity and performance targets.
Eligibility Criteria
- Minimum qualification: As per company requirement
- Freshers and experienced candidates can apply
- Good communication skills (English/Hindi or as per process need)
- Basic computer knowledge is mandatory
- Comfortable working in a voice process
- Willing to work in rotational shifts, including night shifts
- Ready to work from the office
Skills Required
- Clear and confident communication
- Good listening and problem-solving skills
- Ability to handle customer concerns calmly
- Typing and system navigation skills
- Customer-friendly attitude
- Time management and multitasking ability
Shift & Working Details
- Shift Timing: 24/7 rotational shifts (including night shifts)
- Working Days: 5 days a week
- Week-Offs: 2 rotational week-offs
- Work Mode: Work from Office only
Selection Process
- HR Round
- Operations/Final Round
