This role is for one of Zepcruit's clients.
Job Title: Customer Care Executive
Department: Customer Support / Operations
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Job Purpose
The Customer Care Executive will act as the first point of contact for customers,
handling queries, complaints, and requests related to fintech products and services.
The role requires excellent communication, problem-solving skills, and the ability
to provide a seamless customer experience while ensuring compliance with financial
regulations.
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Key Responsibilities
- Handle inbound and outbound customer interactions via phone, email, chat, or
social media.
- Assist customers with onboarding, account creation, KYC, wallet top-ups,
transactions, and issue resolution.
- Address queries related to payments, refunds, transaction failures and
service usage.
- Escalate complex cases to relevant internal teams (operations, risk,
compliance, technical support).
- Maintain accurate records of customer interactions in CRM systems.
- Educate customers about fintech products, new features, and best practices
for secure usage.
- Ensure all customer interactions adhere to company policies and regulatory
requirements.
- Meet individual and team KPIs, including response time, resolution time, and
customer satisfaction scores.
- Provide feedback to product and operations teams to improve customer
experience.
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Required Skills & Qualifications
- Bachelor's degree in Business, Finance, Communications, or related field
(preferred).
- 13 years of experience in customer service, preferably in fintech, banking,
or payments industry.
- Strong verbal and written communication skills.
- Ability to handle high-pressure situations with patience and professionalism.
- Familiarity with digital payments, wallets, UPI, cards, or banking processes.
- Proficiency in using CRM software, ticketing tools, and MS Office/Google
Workspace.
- Problem-solving mindset with attention to detail.
- Multilingual skills (as per region) will be an added advantage.
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Key Competencies
- Customer-first attitude
- Empathy and active listening
- Time management and multitasking
- Conflict resolution
- Adaptability in a fast-paced fintech environment
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Performance Metrics (KPIs)
- Average Response & Resolution Time
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT) / Net Promoter Score (NPS)
- Accuracy in query handling and documentation
- Adherence to compliance and security standards
Interested candidates may contact us at 9650002613 for further details.
Budget: 20K - 35K
