G7 Customer Support Senior Executive

Wibmo Inc.; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

PayU in Mumbai, India, is seeking a Customer Service Senior Executive (AM / TL) to lead email-based processes, back-office operations, and stakeholder coordination. You will guide a 5-person team, ensure SLAs, and act as SME in customer service workflows with RBI/regulatory awareness.

You should excel in advanced Excel, data reporting, and cross-functional collaboration, while maintaining high service quality in a fast-paced fintech environment.

Qualifications

• 3-year graduate degree completed.
• 3-5 years in customer service with team handling experience.
• Strong exposure to fintech/NBFC/banking domains.
• Excellent English communication, both written and verbal.
• Advanced proficiency in Excel and MS Office tools.

Responsibilities

• Oversee email-based customer service processes and back-office operations.
• Lead a team of 5-6 executives, ensuring high performance and SLAs.
• Serve as SME for customer service operations and process improvements.
• Handle escalations and complex customer queries professionally.
• Collaborate with internal and external stakeholders to resolve issues.
• Maintain reports and data using advanced Excel to track performance.

Skills

Team leadership

English communication

Advanced Excel

RBI regulations knowledge

Stakeholder management

Education

3-year graduate degree

Tools

MS Excel

MS Office

Job description

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Job Description: Customer Service Senior Executive( AM / TL )

Position Overview:

We are seeking a highly skilled and experienced Customer Service Senior Executive to join our dynamic team in the fintech credit business. The ideal candidate will have a strong background in email process handling, back-office operations, and stakeholder management. This role requires excellent communication skills, advanced Excel proficiency, and a deep understanding of RBI regulations, credit information bureaus, and related fields. The candidate should be a self-starter with prior experience in fintech startups, NBFCs, or the banking industry and must be capable of managing a team of 5-6 people.

Key Responsibilities:

• Oversee and manage email-based customer service processes and back-office operations.
• Lead a team of 5-6 customer service executives, ensuring high performance and adherence to SLAs.
• Act as a subject matter expert (SME) in customer service operations, providing guidance and support to the team.
• Handle escalations and complex customer queries with professionalism and efficiency.
• Collaborate with internal and external stakeholders to resolve issues and improve processes.
• Having some exposure and knowledge in RBI regulations, credit bureau guidelines, and other relevant standards.
• Generate reports & Maintain data base using advanced Excel to track performance and identify areas for improvement.
• Maintain a high level of individual contribution while managing team responsibilities.

Qualifications and Skills:

• Minimum educational qualification: 3-year graduate degree.
• 3-5 years of experience in customer service, with at least 2 years in team handling and stakeholder management.
• Strong exposure to fintech startups, NBFCs, or the banking industry.
• Excellent verbal and written communication skills in English.
• Advanced proficiency in Excel and MS Office tools.
• knowledge of RBI regulations, credit information bureaus, and related fields.
• Ability to work in a fast-paced, dynamic environment and handle high-pressure situations.
• Self-starter with strong problem-solving and decision-making skills.

Good to have

• Previous experience in NBFC/Fintech CS operations function
• Exposure in Social media grievance handling end to end
• Understanding of Bureau reporting and CIC Grievance redressal exposure in fintech/NBFC environment
• Strong Excel, MS office , PPT skill

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