Customer Service Executive

Vastu Housing Finance; Thane; On-site; INR 280,000 - 420,000; Full time

Job summary

Vastu Finserve India Pvt. Ltd. in Thane-Mumbai is seeking a highly motivated Email & Voice Support Executive/Senior Officer to join our Customer Care team.

You will handle inbound calls and email queries related to loans, EMIs, documentation, and accounts, delivering timely resolutions. The role requires professional, empathetic communication, strong customer-handling, and excellent coordination with internal teams and branch operations to ensure customer satisfaction and compliant service.

Qualifications

• Graduate degree or above required.
• Excellent verbal and written communication.
• Experience in voice inbound, email support, or blended processes.
• Strong customer-handling and interpersonal skills.
• Ability to analyze issues and provide resolutions.
• Proficiency in MS Office and customer support systems.
• Experience in banking, NBFC, housing finance, loans, fintech, or financial services support preferred.

Responsibilities

• Handle queries via inbound calls and emails.
• Provide timely resolutions for loans, EMIs, docs, and accounts.
• Maintain professional, empathetic communication with customers.
• Drive customer satisfaction and retention through effective communication.
• Coordinate with Branch Operations and Branch Managers for timely closure of requests and complaints.
• Maintain accurate records of customer interactions and resolutions in systems.
• Escalate complex or unresolved issues to internal teams.
• Ensure compliance with company policies, processes, service standards, and applicable regulations.

Skills

Verbal communication

Written communication

Blended voice/non-voice

Customer handling

Coordination

Education

Graduate or above

Tools

MS Office

CRM systems

Job description

Job Title : Email & Voice Support-Customer service Executive/Senior Officer

Company-Vastu Finserve India Pvt. Ltd.

Location-Thane-Mumbai

Overview of the Company

Vastu Finserve India Pvt. Ltd. is aVehicle finance company. We at Vastu are passionate about positively impacting lives through easy, affordable finance. Using our advanced data and technology platform, unique underwriting practices and customized products, we endeavour to bring reliable formal funding to the doors of as many customers as possible.Our business is built on a strong foundation of people and technology who use data science and analytics to deliver world-class and affordable products and franchises for our customers. The core engine driving this balanced approach to our Business is the risk management led framework at its heart.We are a young team of over 1500+ professionals serving 180+ locations in 14 states of India. We are a growth organization with Assets Under Management of INR 1800 Crore+ and our shareholders include leading multinational and domestic Private Equity partners.

Job Summary

We are looking for a highly motivated and customer-focused Email & Voice Support Executive/Senior Officerto join our Customer Care team. The ideal candidate will be responsible for handling inbound customer calls and email queries, providing timely resolutions related to loans, EMIs, documentation, account details, and other financial services.

The candidate will be responsible for delivering excellent customer service across voice and email channels while ensuring customer satisfaction, timely resolution, and effective coordination with internal teams.

Key Responsibilities

• Handle customer queries, requests, and complaints through inbound calls and emails.
• Provide timely and accurate resolutions for queries related to loans, EMIs, documentation, and accounts.
• Ensure professional, courteous, and empathetic communication with customers.
• Drive customer satisfaction and retention through effective communication and proactive resolution.
• Follow up with Branch Operations and Branch Managersfor timely closure of customer requests and complaints.
• Maintain accurate records of customer interactions and resolutions in relevant systems.
• Escalate complex or unresolved issues to the appropriate internal teams.
• Ensure compliance with company policies, processes, service standards, and applicable regulations.

Required Skills and Qualifications

• Graduate and above.
• Excellent verbal and written communication skills.
• Prior experience in voice/inbound customer service, email support, or a blended voice-and-non-voice process.
• Strong customer-handling and interpersonal skills with the ability to manage different types of customer interactions.
• Ability to understand customer concerns, analyze issues, and provide appropriate resolutions.
• Good attention to detail and accuracy.
• Computer literacy and proficiency in MS Office and customer support systems.
• Good follow-up and coordination skills with internal teams and branches.
• Candidates with experience in banking, NBFC, housing finance, loans, fintech, or financial services customer supportwill be preferred.