Customer Service Executive

Job Title: Customer Service Executive

Location: Thane (Hybrid Work Model)

Department: Customer Support

Work Schedule: Monday to Friday | 08:30 PM – 05:30 AM IST

Job Summary:We are seeking a proactive and customer-focused Customer Service Executive with prior experience in international calling. The role involves interacting with customers from the USA, UK, and Australia, providing support for financial products, and identifying upselling opportunities while ensuring a high-quality customer experience.

Key Responsibilities:

• Handle outbound calls and emails from international customers (USA, UK, Australia).
• Provide accurate information, guidance, and resolutions related to financial products and services.
• Identify and upsell relevant financial products while maintaining a professional and customer-centric approach.
• Conduct research using internal tools, systems, and online sources to resolve customer queries effectively.
• Maintain courteous, conversational, and clear communication during all customer interactions.
• Build rapport and trust through engaging and empathetic conversation.
• Manage multiple tasks efficiently — including customer communication, email handling, and system updates.
• Record all customer interactions accurately in CRM and follow up as needed.
• Adhere to process guidelines, quality standards, and compliance requirements.

Requirements:

• Experience: Minimum 1 year of international calling experience (preferably with USA, UK, or Australian customers).
• Education: Graduate or equivalent qualification preferred.

Skills:

• Excellent verbal and written communication skills.
• Strong interpersonal, analytical, and problem-solving abilities.
• Conversational tone with the ability to build rapport and control calls politely.
• Capability to multitask between calls, emails, and research tasks.
• Proficiency in using CRM tools and web-based research platforms.

Preferred Attributes:

• Previous experience in customer service for financial or banking domains.
• Proven track record in achieving upselling or customer satisfaction goals.
• Positive attitude, patience, and adaptability in handling diverse customers.

Benefits:

• Hybrid Work Model offering flexibility between office and remote work.
• Fixed Night Shift – 09:30 PM to 06:30 AM IST (No rotational shifts).
• Weekends Off (Saturday & Sunday).
• Career advancement opportunities in a global customer support environment.