Customer Support Executive

Role Overview

This position seeks a Customer Support Executive responsible for managing interactions with clients through inbound calls, outbound activities linked to loan releases, ticket resolution, and efforts to retain customers. The candidate must demonstrate excellent communication and problem-solving skills to deliver timely and precise solutions, ensuring positive customer experiences.

Key Responsibilities

• Respond to inbound customer inquiries regarding loans, payments, releases, statements, app issues, and other services.
• Conduct outbound calls related to Full Release (FR), Part Release (PR), and other release processes.
• Coordinate payment scheduling, slot reservations, branch visits, documentation, and release procedures with customers.
• Communicate clearly about applicable fees, timelines, requirements, policies, and process details.
• Examine and verify support tickets to ensure issues are properly resolved before closing.
• Maintain detailed case notes, documentation, and records of all interactions and ticket resolutions.
• Collaborate with internal teams to address pending, incomplete, or escalated cases.
• Engage customers contemplating service closure, withdrawal, or discontinuation to understand and address their concerns.
• Identify the root causes of dissatisfaction and provide suitable solutions within set guidelines.
• Facilitate customer retention by offering relevant alternatives and information based on customer needs.
• Ensure prompt resolution of queries while adhering to service quality standards and compliance policies.
• Follow established SOPs, quality assurance protocols, compliance mandates, and customer service best practices.
• Maintain professionalism and a customer-centric attitude in all communications.

Key Skills and Qualifications

• Exceptional verbal and written communication abilities.
• Strong skills in customer handling and problem resolution.
• Effective listening and interpersonal communication skills.
• Competence in managing both inbound and outbound customer interactions.
• Proven ability to follow up and coordinate across teams.
• Capability to manage multiple cases and prioritize duties.
• Proficient in MS Excel and basic computer applications.
• Detail-oriented with a customer-focused mindset.
• Adaptable to working in a target-driven, fast-paced environment.

Preferred Experience

• Between zero to three years of experience in customer support, BPO, banking, NBFC, FinTech, or similar domains.
• Experience managing customer calls, ticketing systems, customer retention, or loan processing is advantageous.