Customer Support Executive

Overview

Responsibilities: Handle inbound and outbound calls,email interacrions to resolve customer queries and complaints. Respond to customer emails within defined TAT and quality SLAs. Identify customer needs and provide accurate,complete and timely resolutions. Investigate customer issues thoroughly while adhering to regulatory and internal complianceguidelines Draft clear, professional, and empathetic

What you'll do

• Responsibilities: Handle inbound and outbound calls,email interacrions to resolve customer queries and complaints.
• Respond to customer emails within defined TAT and quality SLAs.
• Identify customer needs and provide accurate,complete and timely resolutions.
• Investigate customer issues thoroughly while adhering to regulatory and internal complianceguidelines Draft clear, professional, and empathetic email responses aligned with the company's communication standards Escalate complex or unresolved issues to relevant internal teams and ensure timely follow-up and closure Maintain accurate records of customer interactions, case logs, trackers, and resolution documentation Build and maintain strong customer relationships through professional and empathetic communication Ensure strict compliance with regulatory frameworks such as RBI, TRAI, or other applicable authorities Support internal and external audits by providing call records, email logs, and documentation as required Identify recurring customer issues and proactively highlight them to supervisors for process improvement Follow company policies, communication guidelines, and quality standards at all times Actively contribute to customer retention by delivering a high standard of service Requirements: Minimum 1-2 years of experience in customer support (voice and/or email) Excellent verbal and written communication skills with strong comprehension abilities Strong attention to detail, accuracy, and professionalism in both spoken and written communication Understanding of compliance, regulatory requirements, and data confidentiality protocols Ability to handle high interaction volumes efficiently while maintaining quality standards Strong problem-solving skills and ability to work independently and within a team Willingness to work in rotational shifts, if required

Requirements

• Practical experience with Scala.
• Experience level: 1-2 yrs.
• Strong written and verbal communication in English.
• Comfortable working on-site in online.

Skills