Customer Support Executive

Job Description (JD) Job Title: Customer Support Executive – Non-Voice Process (Banking Sector) Department: Customer Service / Banking Operations Employment Type: Full-Time Job Summary We are looking for a customer-focused and detail-oriented Customer Support Executive Non-Voice Process to handle customer queries through email, chat, and other digital communication channels. The candidate should have prior customer service experience in a voice process and possess excellent written communication skills to deliver timely and accurate resolutions while ensuring compliance with banking policies and regulatory standards. Roles & Responsibilities- Handle customer inquiries through email, live chat, and other non-voice channels.- Provide accurate information regarding banking products, services, transactions, and account-related queries.- Resolve customer complaints and service requests within SLAs.- Process account updates, password resets, card blocking/unblocking, statement requests, and transaction inquiries.- Coordinate with internal teams for issue resolution.- Maintain CRM records and ensure KYC/AML and data privacy compliance.- Meet CSAT, quality, productivity, and TAT targets. Eligibility- Bachelor's degree preferred.- Minimum 9 months of International or Domestic Voice Process experience in Customer Support/BPO.- Banking/BFSI experience preferred.- Willingness to work rotational shifts. Required Skills Excellent written and verbal communication, typing accuracy, problem-solving, MS Office, CRM knowledge, analytical skills, confidentiality, and customer focus. KPIs CSAT, SLA Compliance, FCR, Quality Score, Productivity, Average Response Time, Attendance, Compliance.