Customer Care Executive - Semi Voice

Executive – Customer Experience

Location: Bangalore

About the Team

The Customer Experience team at Navi is at the forefront of delivering a seamless, high-quality support experience across all our products. From handling video KYC (vKYC) to resolving customer grievances and escalations, the team manages every interaction with empathy and efficiency. Using channels like chat, calls, and email, we aim for rapid resolution, high CSAT scores, and continuous process improvement—leveraging automation and data insights to scale service quality as we grow.

About the Role

We are looking for a proactive and customer-focused Executive to manage customer interactions across calls, emails, and chats. You will be the first point of contact for Navi customers, responsible for delivering accurate, empathetic, and timely support. The role requires strong communication skills, attention to detail, and a commitment to ensuring high levels of customer satisfaction across all touchpoints.

Key Responsibilities

• Omnichannel Support: Handle customer queries through inbound/outbound calls, emails, and live chat.
• Product Knowledge: Provide clear, accurate information about our products and services.
• Issue Resolution: Troubleshoot common issues, provide first-level resolutions, and escalate complex cases as needed.
• Escalation Management: Handle escalations and make timely escalation callbacks to ensure issue closure.
• Compliance & Tracking: Ensure compliance with company policies during all customer interactions and maintain accurate documentation of customer communications.
• Operational Flexibility: Remain flexible to support different channels based on business needs.
• Shift Flexibility: Ability to work rotational shifts, including weekends, holidays, and extended hours during peak periods.

Must Haves

• Languages: Fluency in English and Hindi, with excellent written English communication skills.
• Technical Skills: Strong typing speed and accuracy.
• Education: Bachelor’s degree or equivalent diploma in any discipline.
• Experience: 1–3 years of experience in customer support or similar roles, with the ability to manage customer interactions across calls, emails, and chat channels.
• Soft Skills: Customer-first mindset with strong problem-solving skills, excellent interpersonal skills, and the ability to communicate clearly and empathetically.
• Traits: High attention to detail, a collaborative mindset, and a strong sense of ownership.
• Preferred Tools: Experience with CRM platforms like Freshdesk or Zendesk, and Google Sheets for tracking and reporting.

About Navi

We are on a mission to make finance simple, accessible, and affordable for a billion Indians. Guided by a strong customer-first approach, we are building tech-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold, and UPI.

Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’s fastest-growing financial services organisations. But we’re just getting started!

Our Culture

At Navi, we’re a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration, and craftsmanship, while celebrating learning, growth, and shared wins along the way.

Whether you’re shaping the future of fintech products or driving innovation behind the scenes, life at Navi means being part of a high-energy, talent-driven workplace where your contributions truly make a difference.We’re guided by our own operating system—The Navi OS—a set of principles that shape how we work and win together. You can explore them at navi.com/our-values to see what drives us every day.

If this feels like you, Navi is the place to grow, thrive, and make a real impact.