Customer Support Executive

Aerem; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Aerem in Mumbai is seeking a proactive Customer Support Executive to handle customer interactions across calls, emails, and other channels in the banking/NBFC sector. The role requires excellent verbal and written communication, the ability to work through high call volumes, and a customer-first mindset.

You will coordinate with operations, collections, underwriting, and other teams to resolve issues and document all interactions accurately.

Qualifications

• 1.5–3 years of experience in Customer Support within Banking/NBFC/Financial Services.
• Strong verbal and written communication skills.
• Ability to handle high call volumes and multitask effectively.
• Good understanding of financial products (loans, credit) is an added advantage.
• Strong problem-solving and conflict resolution skills.
• Proficiency in MS Office and CRM tools.

Responsibilities

• Handle inbound and outbound customer interactions via calls, emails, and other communication channels.
• Address queries, concerns, and requests in a timely and professional manner.
• Escalate complex cases to relevant internal departments as needed.
• Coordinate with operations, collections, underwriting, and other teams to resolve issues efficiently.
• Document all customer interactions accurately in the system.
• Follow up to ensure closure of queries and customer satisfaction.
• Maintain service quality and adhere to SLAs.
• Identify recurring issues and provide feedback for process improvement.

Skills

Verbal communication

Written communication

Customer focus

Multitasking

Problem solving

Conflict resolution

Tools

MS Office

CRM tools

Job description

Role & responsibilities

We are looking for a proactive and customer-focused Customer Support Executive to join our team. The ideal candidate will have experience in the Banking or NBFC sector and will be responsible for managing customer interactions across inbound and outbound channels. This role requires strong communication skills, problem-solving ability, and a customer-first mindset to ensure a seamless service experience.

Key Responsibilities:

• Handle inbound and outbound customer interactions via calls, emails, and other communication channels
• Address customer queries, concerns, and requests in a timely and professional manner
• Manage minor issues independently and escal*e* complex cases to the relevant internal departments
• Coordinate with internal teams (operations, collections, underwriting, etc.) to resolve customer concerns efficiently
• Ensure accurate and timely documentation of all customer interactions in the system
• Follow up with customers to ensure closure of queries and satisfaction
• Maintain a high level of service quality and adherence to SLAs
• Identify recurring issues and share feedback with the team for process improvement

Key Requirements:

• 1.5 - 3 years of experience in Customer Support within Banking / NBFC / Financial Services
• Strong verbal and written communication skills
• Ability to handle high call volumes and multitask effectively
• Good understanding of financial products (loans, credit, etc.) is an added advantage
• Strong problem-solving and conflict resolution skills
• Proficiency in MS Office and CRM tools

Key Competencies:

• Customer-centric approach
• Effective communication & active listening
• Patience and empathy
• Attention to detail
• Ability to work in a fast-paced environment
• Team collaboration