Customer Support Executive

Key Responsibilities

• Handle inbound customer calls, emails, chats and WhatsApp queries with speed and accuracy.

• Guide customers through the loan journey — application, KYC, documentation, disbursal and repayment.

• Explain loan terms, EMIs, interest, fees and due dates clearly and transparently.

• Resolve queries on payment failures, refunds, account updates and loan closure / NOC requests.

• Log, track and close tickets in the CRM within defined turnaround times.

• Maintain accurate records of every customer interaction and its outcome.

• Coordinate with Operations, Credit, Tech, Collections and Finance teams to resolve complex cases.

• Handle complaints and grievances with empathy, following the grievance redressal process.

• Identify recurring issues and share feedback to improve the product and customer experience.

• Ensure data privacy and compliance with company policies and RBI guidelines.

• Achieve daily and monthly targets on resolution rate, turnaround time and CSAT.

• Escalate unresolved or sensitive cases as per the escalation matrix.

What We Are Looking For

• Graduate in any discipline, or 12th pass with relevant experience.

• Fluency in English and Hindi, spoken and written.

• Strong communication, listening and problem-solving skills.

• Patience, empathy and the ability to stay calm with frustrated customers.

• Basic computer knowledge; comfort with a CRM or ticketing tool and Excel / Google Sheets.

• Willingness to work rotational shifts or weekends as required.