Customer Support Executive

Job Title: Merchant Support Executive (Inbound Process) 

Department: Merchant Support 

Job Summary: 

The Merchant Support Executive will be the first point of contact for merchants using 

Benow’s platform. This role involves resolving queries, providing support for digital 

payment services, and ensuring a smooth experience for our merchant partners via 

inbound calls, emails, or chat.

Key Responsibilities: 

• Handle inbound calls and messages from merchants regarding transaction 

issues, onboarding, platform usage, or payment reconciliation. 

• Deliver prompt, accurate, and courteous support. 

• Maintain up-to-date knowledge of Benow’s products and services. 

• Log all interactions in the CRM system accurately. 

• Escalate unresolved issues to the appropriate departments while ensuring 

timely follow-up. 

• Meet and exceed individual performance metrics including call quality, 

resolution time, and CSAT (Customer Satisfaction) scores. 

Requirements: 

• Graduate or equivalent degree. 

• 1–2 years of experience in a voice-based customer support or helpdesk role 

(fintech preferred). 

• Strong verbal communication skills in English and Hindi (additional regional 

languages a plus). 

• Basic technical understanding of UPI, digital payments, and mobile apps. 

• Patience, empathy, and problem-solving mindset. 

• Willingness to work in rotational shifts including weekends.

HR Dhara Gajera

7048710703