Customer Support Executive - Email/Chat

About the Role

KreditBee is looking for customer-focused and detail-oriented Customer Support Executives to provide exceptional support through email and chat channels. The ideal candidate will handle customer queries, resolve concerns efficiently, and deliver a seamless customer experience while maintaining quality and compliance standards.

Key Responsibilities

• Respond to customer queries through email and chat in a timely and professional manner.
• Resolve customer concerns related to loans, repayments, account information, KYC, app usage, and other service-related requests.
• Maintain high standards of written communication, accuracy, and customer satisfaction.
• Investigate customer issues by coordinating with internal teams whenever required.
• Document customer interactions accurately in the CRM system.
• Adhere to defined SLAs, quality standards, and productivity metrics.
• Escalate complex issues to the appropriate teams as per the escalation matrix.
• Stay updated on company products, processes, and policies to provide accurate information.
• Ensure compliance with company policies and regulatory requirements while handling customer data.

Eligibility Criteria

• Graduate in any discipline (preferred).
• Candidates with minimum 1 year of experience in Email/Chat Customer Support are welcome to apply.
• Experience in BFSI, FinTech, or customer service is an added advantage.

Required Skills

• Excellent written English communication skills.
• Strong comprehension and problem-solving abilities.
• Good typing speed and attention to detail.
• Ability to handle multiple customer conversations simultaneously.
• Basic computer proficiency and familiarity with CRM/ticketing tools.
• Customer-centric approach with a positive attitude.
• Ability to work in rotational shifts, including weekends, if required.