Executive - Customer Support (1-3 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Job Title: Customer Care Executive - FintechDepartment: Customer Support / OperationsJob PurposeThe Customer Care Executive will act as the first point of contact for customers, handling queries, complaints, and requests related to fintech products and services. The role requires excellent communication, problem-solving skills, and the ability to provide a seamless customer experience while ensuring compliance with financial regulations.Key Responsibilities:- Handle inbound and outbound customer interactions via phone, email, chat, or social media.- Assist customers with onboarding, account creation, KYC, wallet top-ups, transactions, and issue resolution.- Address queries related to payments, refunds, transaction failures and service usage.- Escalate complex cases to relevant internal teams (operations, risk, compliance, technical support).- Maintain accurate records of customer interactions in CRM systems.- Educate customers about fintech products, new features, and best practices for secure usage.- Ensure all customer interactions adhere to company policies and regulatory requirements.- Meet individual and team KPIs, including response time, resolution time, and customer satisfaction scores.- Provide feedback to product and operations teams to improve customer experience.Required Skills & Qualifications:- Bachelor s degree in Business, Finance, Communications, or related field (preferred).- 1-3 years of experience in customer service, preferably in fintech, banking, or payments industry.- Strong verbal and written communication skills.- Ability to handle high-pressure situations with patience and professionalism.- Familiarity with digital payments, wallets, UPI, cards, or banking processes.- Proficiency in using CRM software, ticketing tools, and MS Office/Google Workspace.- Problem-solving mindset with attention to detail.- Multilingual skills (as per region) will be an added advantage.Key Competencies:- Customer-first attitude- Empathy and active listening- Time management and multitasking- Conflict resolution- Adaptability in a fast-paced fintech environmentPerformance Metrics (KPIs):- Average Response & Resolution Time- First Contact Resolution (FCR)- Customer Satisfaction (CSAT) / Net Promoter Score (NPS)- Accuracy in query handling and documentation- Adherence to compliance and security standard (ref:updazz.com)

Payroll Type : Permanent