Customer Support Executive

Job Summary:

We are looking for a proactive and customer-focused Customer Service/Support Executive with prior experience in the NBFC or Fintech sector. The ideal candidate will have strong expertise in handling inbound and outbound calls using dialer systems, along with excellent email communication skills to resolve customer queries efficiently.

Key Responsibilities:

• Handle inbound and outbound customer calls related to loans, repayments, account queries, and services

• Manage high-volume call flow using auto/manual dialer systems

• Provide accurate information and resolution to customer concerns in a timely manner

• Draft and respond to customer emails professionally and effectively

• Maintain proper records of interactions in CRM systems

• Follow up with customers for pending issues, documentation, or payments

• Ensure adherence to company policies, compliance, and regulatory guidelines

• Escalate complex cases to relevant departments when required

• Achieve individual and team performance metrics (TAT, quality, CSAT, etc.) Required Skills & Qualifications:

• Mandatory experience in NBFC or Fintech industry

• Strong experience in call handling (inbound & outbound)

• Hands-on experience with dialer systems

• Excellent verbal and written communication skills

• Proficiency in email drafting and customer correspondence

• Basic knowledge of financial products (loans, credit, EMI structures, etc.)

• Familiarity with CRM tools and MS Office

• Ability to handle pressure and multitask effectively Preferred Attributes:

• Customer-centric mindset with problem-solving attitude

• Good listening and interpersonal skills

• Ability to work in a fast-paced environment

• Strong attention to detail and accuracy

Education:

• Graduate in any discipline (preferred: Commerce, Finance, or related field) Key Performance Indicators (KPIs):

• Call handling efficiency

• Customer satisfaction (CSAT)

• First Call Resolution (FCR)

• Email response TAT

• Compliance adherence