Customer Support Executive

Job Title: Customer Support( Email process)

Department Name: Operations

Experience required: 1-3 Years 

Minimum Qualification: Graduate 

Location : Gurgaon

Job Summary: 

The Operations Associate, Customer Service will be a key player in ensuring our customers receive outstanding support while contributing to the efficiency and effectiveness of our internal operations. This role involves direct interaction with customers to resolve inquiries, troubleshoot issues, and provide information, alongside supporting various operational tasks that enhance the overall customer experience and business flow. The ideal candidate will possess a strong blend of customer service acumen, problem-solving skills, and an eye for process improvement.

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries via phone, email, and chat, providing timely and accurate information and solutions.

• Resolve customer complaints and issues efficiently and empathetically, escalating complex cases to appropriate teams when necessary.

• Maintain accurate customer records and document all interactions and resolutions in the CRM system.

• Collaborate with internal departments to address customer needs and improve service delivery.

• Assist in the development and implementation of customer service policies and procedures.

• Identify recurring customer issues and suggest operational improvements to enhance customer satisfaction and reduce support volume.

• Process customer requests, orders, and transactions accurately and in a timely manner.

• Monitor service metrics and contribute to reports on customer service performance.

• Participate in training sessions to stay updated on product knowledge, service standards, and operational changes.

Requirements:

• Bachelor’s degree in business administration, Communications, or a related field (or equivalent practical experience).

• 1-3 years of experience in a customer service, operations, or administrative support role, preferably in a fast-paced environment.

• Excellent verbal and written communication skills with a strong customer-first attitude.

• Proven ability to multi-task, prioritize, and manage time effectively.

• Proficiency in using CRM software (e.g., Freshdesk) and Microsoft Office Suite (Excel, Word, Outlook).

• Strong problem-solving abilities and attention to detail.

• Ability to work independently as well as collaboratively within a team.

• Adaptability and willingness to learn new systems and processes quickly.

• Experience in NBFC or FinTech is a plus.