Title: Customer Support Executive – Financial Services
Location: Bangalore
Experience: 1-5 years of experience in Customer Service, Customer Support, Email Support, Telecalling, or Financial Services Support.
Job Summary:
We are looking for a Customer Support Executive to provide exceptional customer service in the financial services domain. The ideal candidate will be responsible for handling customer queries through calls, emails, and chats, ensuring a seamless customer experience while maintaining high service standards. The role requires excellent communication skills, customer-centricity, and the ability to work in a fast-paced environment.
Roles & Responsibilities:
- Assist customers with queries related to investments, financial products, services, features, and account-related concerns through calls, emails, and chat support.
- Manage multiple customer interactions efficiently while maintaining service quality.
- Acquire and maintain in-depth knowledge of products, processes, and policy updates.
- Build positive relationships with customers by providing professional, empathetic, and timely support.
- Understand customer needs and provide accurate, appropriate, and effective solutions.
- Deliver accurate information using approved tools, systems, and processes.
- Record and maintain customer interactions, transactions, and feedback in the system.
- Handle customer complaints effectively, provide suitable resolutions, and ensure timely follow-up.
- Adhere to communication standards, company policies, guidelines, and service level agreements (SLAs).
- Escalate complex issues through the defined escalation matrix when required.
- Proactively engage customers and go the extra mile to enhance customer satisfaction.
- Collect customer feedback and share insights with internal teams for service and product improvements.
- Support business-as-usual (BAU) operations by handling calls, chats, and email support as required.
- Remain flexible to switch between support channels and responsibilities based on business needs.
Required Skills & Qualifications:
- Graduate in any discipline.
- 1-5 years of experience in Customer Service, Customer Support, Email Support, Telecalling, or Financial Services Support.
- Strong written and verbal communication skills.
- Excellent email writing and professional correspondence skills.
- Good interpersonal and customer handling abilities.
- Ability to multitask and manage multiple customer interactions simultaneously.
- Problem-solving mindset with strong attention to detail.
- Basic computer proficiency and familiarity with CRM/support tools.
- Ability to work in rotational shifts and rotational weekly offs.
Preferred Background:
- Experience in Financial Services, Investment Services, Banking, Insurance, FinTech, or related industries.
- Prior experience in voice, email, and chat support processes.
Key Requirement:
- Candidates should demonstrate strong job stability with a consistent employment record.
