Customer Support Executive

Job Description:

1. Inbound Call Handling: Answer incoming calls promptly in a polite, professional, and courteous manner. Listen to customers’ questions and concerns to provide accurate resolutions and information.

2. Issue Resolution: Handle queries regarding payments, refunds, UPI transactions, and user account setups. Troubleshoot technical issues faced by customers with the BHIM app (e.g., transaction failures, connectivity problems). Escalate complex issues to the relevant department or supervisor when necessary.

3. Customer Satisfaction: Ensure each call or interaction ends with a satisfied customer, maintaining high standards of service. Take appropriate follow-up actions to confirm resolution and maintain a positive user experience.

4. Documentation & Reporting: Accurately document each call, including queries, issues, and resolutions, in the CRM system. Provide feedback on recurring issues to team leads for continuous improvement and product enhancement.

5. Compliance & Data Security: Adhere to company policies, data privacy regulations, and RBI guidelines for digital payment services. Maintain the confidentiality and security of sensitive customer and payment-related information.