Customer Support Executive

Bhanix; Mumbai City; On-site; INR 450,000 - 600,000; Full time

Job summary

Bhanix in Mumbai seeks a customer support professional to respond to emails and chats, ensuring timely, accurate resolutions with professional courtesy. You will maintain thorough communication across interactions and adapt to a high-volume contact centre environment.

Ideal candidates have 2+ years in chat or email support (BFSI/FinTech/NBFC preferred), a graduate-level qualification, and strong English with Hindi/Marathi language skills.

Qualifications

• Graduate or diploma or post graduation is required.
• English proficiency with additional regional language skills is desired.
• Experience in customer service and quick problem solving is preferred.

Responsibilities

• Respond to emails and chats from customers in a timely manner.
• Provide concise, quality customer service in a professional, courteous manner.
• Maintain communication for every interaction on the system.
• Handle multi-channel support and collaborate with peers for resolutions.
• Take quick decisions to respond to customer inquiries appropriately.
• Perform required follow-ups to ensure complete resolution.

Skills

English proficiency

Hindi

Marathi

Written communication

Verbal communication

Analytical thinking

Customer service mindset

Typing speed 35 WPM

Multi-tasking

Web navigation

MS Word

MS Excel

Education

Graduate or Diploma or Post Graduation

Job description

Job Summary

The position holder will be responsible for responding to emails and chat to/from customers by ensuring proper resolution. In this role, one will be responsible to provide concise, quality customer service in a professional, timely, and courteous manner, and maintain communication for every interaction on system. The ideal candidate will need to have excellent customer sensitivity and the ability to multi-task in a dynamic, high volume contact centre environment.

Job Responsibility

• Comprehend and process all email and chat correspondences from customers in a timely manner.
• Provide successful research resolution to all customer by replying in a prompt and professional manner via email and chat.
• Complete all customer care follow-ups in a timely fashion.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Provide alternatives & Superior customer experience on emails and chat.
• Ability to take quick decisions and respond to customer inquiries in an appropriate manner.
• Be nimble and flexible to serve in multi-channel environment as per business requirement.

Experience:

• 2+ years in Chat Process / Chat Support / Email Support (preferably in BFSI / FinTech / NBFC).

Educational Qualification

• Graduate or Any Degree or Diploma or Post Graduation

Desired Skills:

• Ability to understand, read and speak English proficiently.
• Should understand regional languages Hindi /Marathi.
• Strong written and verbal skills with knowledge of general writing standards pertaining to email and chat communication concepts, practices and procedures.
• Should be confident, good understanding with comprehension ability.
• Analytical approach and having problem solving mind set.
• Customer oriented approach - passion to serve.
• Typing speed of >= 35 WPM with >=90% accuracy
• Multi-tasking capability: To toggle between screens and tools to provide resolution.
• Ability to work in environment as per business requirement.
• Quick navigation ability, Web savy & basic troubleshooting knowledge
• Knowledge of MS word and MS Excel