Customer Service Executive

Bhanix; Mumbai; On-site; INR 250,000 - 360,000; Full time

Job summary

Bhanix in Mumbai is hiring for a customer support specialist to handle email and chat inquiries across financial services.

You will resolve queries, research issues, and maintain high quality, with attention to confidentiality and rapid response.

The role requires English proficiency, familiarity with fintech terms, and ability to multitask in a fast-paced environment.

Qualifications

• 2+ years of experience in Chat Support / Email Support / Customer Support.
• Experience in a FinTech, NBFC, Banking, Lending, Payments, Financial Services, or related industry is preferred.
• Experience handling customer queries related to financial products, loans, repayments, transactions, payments, accounts, or digital financial services will be an added advantage.

Responsibilities

• Comprehend and process all customer email and chat correspondence in a timely and efficient manner.
• Provide accurate, relevant, and effective resolutions to customer queries through email and chat.
• Conduct necessary research and investigation to resolve customer issues and provide appropriate responses.
• Respond to customer inquiries promptly, professionally, and empathetically.
• Complete all customer care follow-ups within the defined timelines.
• Provide suitable alternatives and solutions while ensuring a superior customer experience.
• Handle customer concerns professionally and take ownership of issues until resolution.
• Make quick and appropriate decisions based on available information, processes, and business guidelines.
• Maintain accuracy and quality while handling multiple customer interactions simultaneously.
• Follow defined processes, policies, quality standards, and escalation procedures.
• Identify recurring customer issues and provide relevant feedback to the appropriate teams.
• Maintain confidentiality and handle customer information responsibly, particularly when dealing with financial and transactional information.

Skills

English proficiency

Hindi/Marathi

Written communication

Typing 35+ WPM

MS Word

MS Excel

Multi-tasking

Research skills

Problem solving

Customer service oriented

Education

Graduate / Any Degree / Diploma / Post-Graduation

Tools

MS Word

MS Excel

Job description

Key Responsibilities

• Comprehend and process all customer email and chat correspondence in a timely and efficient manner.
• Provide accurate, relevant, and effective resolutions to customer queries through email and chat.
• Conduct necessary research and investigation to resolve customer issues and provide appropriate responses.
• Respond to customer inquiries promptly, professionally, and empathetically.
• Complete all customer care follow-ups within the defined timelines.
• Provide suitable alternatives and solutions while ensuring a superior customer experience.
• Handle customer concerns professionally and take ownership of issues until resolution.
• Make quick and appropriate decisions based on available information, processes, and business guidelines.
• Maintain a positive and professional working relationship with peers, management, and support teams.
• Demonstrate a strong commitment to teamwork and exemplary customer service.
• Work effectively across multiple channels and platforms based on business requirements.
• Maintain accuracy and quality while handling multiple customer interactions simultaneously.
• Follow defined processes, policies, quality standards, and escalation procedures.
• Identify recurring customer issues and provide relevant feedback to the appropriate teams.
• Maintain confidentiality and handle customer information responsibly, particularly when dealing with financial and transactional information.

Experience

• 2+ years of experience in Chat Support / Email Support / Customer Support.
• Experience in a FinTech, NBFC, Banking, Lending, Payments, Financial Services, or related industry is preferred.
• Experience handling customer queries related to financial products, loans, repayments, transactions, payments, accounts, or digital financial services will be an added advantage.

Desired Skills

• Ability to understand, read, and communicate in English proficiently.
• Knowledge of Hindi and/or Marathi is preferred.
• Strong written and verbal communication skills.
• Good understanding of professional email and chat communication standards.
• Strong comprehension skills with the ability to understand customer concerns and provide appropriate responses.
• Confident, customer-focused, and professional approach.
• Strong analytical and problem-solving mindset.
• Passion for delivering excellent customer service and creating a positive customer experience.
• Ability to make quick and appropriate decisions while handling customer queries.
• Typing speed of 35+ WPM with a minimum of 90% accuracy.
• Ability to multitask and efficiently navigate between multiple screens, systems, and tools.
• Quick navigation skills with good web-savvy capabilities.
• Basic troubleshooting and technical problem-solving knowledge.
• Good working knowledge of MS Word and MS Excel.
• Ability to work effectively in a fast-paced environment and adapt to changing business requirements.
• Ability to work independently as well as collaboratively within a team.
• Strong attention to detail and ability to maintain accuracy while handling high-volume customer interactions.
• Prior exposure to FinTech/NBFC processes, products, customer journeys, or terminology will be an added advantage.

Preferred Candidate Profile

The ideal candidate should be:

• Customer-centric and service-oriented.
• A strong communicator with excellent written English.
• Comfortable handling customers through chat and email.
• Good at researching issues and identifying the right resolution.
• Comfortable working with multiple systems and applications simultaneously.
• Quick to learn new products, processes, and technologies.
• Flexible to work according to business requirements.
• Able to handle customer concerns with patience, empathy, and professionalism.
• Familiar with the basics of FinTech/NBFC/financial services or willing to learn quickly.

Educational Qualification

• Graduate / Any Degree / Diploma / Post-Graduation.
• Relevant experience in customer support may be considered based on the candidate's overall profile.

Industry Preference

FinTech / NBFC / Banking / Lending / Payments / Financial Services

Candidates with relevant experience in these industries will be given preference.