Customer Support Executive

Customer Support Executive (Voice Blended Process – Regulated Sector

Job Summary: 

We are looking for a detail-oriented and empathetic Customer Support Executive to handle customer 

queries and complaints through a blended process, including inbound calls, outbound calls, and email 

support. The role requires strong communication skills, adherence to compliance standards, and the 

ability to manage sensitive customer information. The ideal candidate should have prior experience in a 

regulated industry such as FinTech, BFSI, Insurance, or Telecom, and be capable of delivering high-quality 

customer experiences across multiple channels. 

Key Responsibilities: 

• Handle inbound and outbound calls, as well as email interactions, to resolve customer queries, 

complaints, and service requests 

• Respond to customer emails within defined TAT and quality SLAs 

• Identify customer needs and provide accurate, complete, and timely resolutions 

• Investigate customer issues thoroughly while adhering to regulatory and internal compliance 

guidelines 

• Draft clear, professional, and empathetic email responses aligned with the company’s 

communication standards 

• Escalate complex or unresolved issues to relevant internal teams and ensure timely follow-up 

and closure 

• Maintain accurate records of customer interactions, case logs, trackers, and resolution 

documentation 

• Build and maintain strong customer relationships through professional and empathetic 

communication 

• Ensure strict compliance with regulatory frameworks such as RBI, TRAI, or other applicable 

authorities 

• Support internal and external audits by providing call records, email logs, and documentation as 

required 

• Identify recurring customer issues and proactively highlight them to supervisors for process 

improvement 

• Follow company policies, communication guidelines, and quality standards at all times 

• Actively contribute to customer retention by delivering a high standard of service 

Key Requirements: 

• Minimum 1–2 years of experience in customer support (voice and/or email) within a regulated 

industry (FinTech, BFSI, Insurance, Telecom, etc.) 

• Excellent verbal and written communication skills with strong comprehension abilities 

• Strong attention to detail, accuracy, and professionalism in both spoken and written 

communication 

• Experience with CRM tools such as Freshdesk, Zendesk, Salesforce, or similar systems 

• Understanding of compliance, regulatory requirements, and data confidentiality protocols 

• Ability to handle high interaction volumes efficiently while maintaining quality standards 

• Strong problem-solving skills and ability to work independently and within a team 

• Willingness to work in rotational shifts, if required 

Preferred Qualifications: 

• Graduate in any discipline (Business, Commerce, or Communication preferred) 

• Experience handling sensitive, escalated, or regulatory customer complaints 

• Exposure to audit processes, compliance documentation, or regulated complaint handling 

• Prior experience in a blended customer support environment is an advantage 

What We Offer: 

• Opportunity to grow within a structured and compliance-driven customer experience function 

• Exposure to regulated industry processes and best practices 

• Collaborative work environment with cross-functional teams including Legal, Product, and 

Technology 

• Training, mentorship, and career development opportunities 

• Professional and performance-driven workplace