Customer Support Executive

Job Description – Customer Experience Associate

Role: Customer Experience Associate

Experience: 1+ years

Location: Bangalore

Working Days: 6 days a week (Rotational Week Off)

Shift Timings: 12 PM–9 PM, 2 PM–11 PM, 3 PM–12 AM (Rotational)

About the Role

We are looking for customer-focused professionals who are passionate about delivering exceptional customer experiences. You will be the first point of contact for customers, handling queries across calls, chats, and tickets while ensuring timely and accurate resolutions.

Key Responsibilities

Handle customer interactions across Calls, Chats, and Email/Ticketing channels.

Resolve customer queries with empathy, accuracy, and within defined SLAs.

Escalate complex issues to relevant teams and ensure timely follow-up.

Maintain accurate records of all customer interactions.

Meet quality, productivity, and customer satisfaction metrics.

Stay updated on products, processes, and policies.

Collaborate with internal teams for seamless issue resolution.

Eligibility & Requirements

1+ years of experience in Customer Experience/Customer Support.

Experience handling Calls, Chats, and/or Ticketing processes is mandatory.

Excellent spoken and written English.

Hindi is mandatory.

At least one regional language is mandatory: Kannada, Tamil, Telugu, or Bengali.

Comfortable working rotational evening/night shifts.

Basic computer proficiency and ability to multitask.

Preferred Skills

Experience in FinTech, Banking, Financial Services, E-commerce, or customer support domains.