Customer Support Executive

 Role Overview

We are looking for a Customer Support Executive to manage customer interactions across inbound calls, outbound release-related activities, ticket resolution, and customer retention. The role requires strong communication, problem-solving skills, and the ability to provide accurate and timely resolutions while ensuring a positive customer experience.

 Key Responsibilities

* Handle inbound customer calls and resolve queries related to loans, payments, releases, statements, app-related issues, and other services.

* Make outbound calls for Full Release (FR), Part Release (PR), and other release-related requests.

* Coordinate with customers regarding payment requirements, slot bookings, branch visits, documentation, and release processes.

* Clearly communicate applicable charges, timelines, requirements, policies, and process-related information to customers.

* Review and validate tickets raised by various support teams and ensure issues are appropriately resolved before closure.

* Maintain accurate case remarks, documentation, and records for all customer interactions and ticket closures.

* Coordinate with relevant internal teams to resolve pending, incomplete, or escalated customer cases.

* Engage with customers who are considering closure, withdrawal, or discontinuation of services.

* Understand customer concerns, identify the root cause of dissatisfaction, and provide appropriate solutions within approved guidelines.

* Support customer retention by providing relevant information, alternatives, and solutions based on customer requirements.

* Ensure timely resolution of customer queries while maintaining service quality and process compliance.

* Follow defined SOPs, quality standards, compliance requirements, and customer service guidelines.

* Maintain a professional and customer-focused approach across all interactions.

 Key Skills

* Excellent verbal and written communication skills.

* Strong customer handling and problem-solving abilities.

* Good listening and interpersonal skills.

* Ability to handle both inbound and outbound customer interactions.

* Strong follow-up and coordination skills.

* Ability to manage multiple cases and prioritize tasks effectively.

* Good knowledge of MS Excel and basic computer applications.

* Customer-focused approach with strong attention to detail.

* Ability to work effectively in a target-driven and fast-paced environment.

 Preferred Experience

* 0–3 years of experience in Customer Support, Customer Service, BPO, Banking, NBFC, FinTech, or related industries.

* Experience in handling customer calls, ticket management, retention, or loan-related processes will be an added advantage.