Senior Customer Care Executive

Corishta Ltd.; Pune District, Mumbai; Hybrid; INR 400,000 - 600,000; Full time

Job summary

Corishta Ltd. in Pune/Mumbai, India, is seeking a Senior Customer Care Executive to resolve complex cases, coach peers, and uphold high resolution quality. You will coordinate with verification, operations and safety teams and maintain thorough escalation records.

The role requires 3+ years in customer support with strong communication in Hindi and English, calm professional bearing, and decisive judgment for escalated issues. This is a full-time on-site position based in Maharashtra.

Qualifications

• Three or more years in customer support with experience handling escalations.
• Excellent communication in Hindi and English.
• Strong judgement and the confidence to make decisions on complex cases.
• Calm and professional when dealing with distressed or angry members.
• Disciplined record keeping and follow-through.
• Experience in a trust-sensitive or financial services support function.
• Experience coordinating across multiple teams.
• A regional language.

Responsibilities

• Handle complex complaints and escalations that have not been resolved at the first level.
• Coordinate with verification, operations and trust and safety to close cases.
• Support customer care executives with difficult cases and coach them on resolution.
• Maintain accurate escalation records and flag recurring issues.
• Communicate with members about complex cases clearly and regularly.
• Contribute to the service standards used by the whole support team.
• Report escalations and trends accurately to the support lead.

Skills

Customer support

Escalation handling

Communication in Hindi and English

Decision making

Record keeping

Cross-team coordination

Trust-sensitive environment

Job description

As Senior Customer Care Executive you take the cases that others cannot resolve: complicated complaints, escalations from unhappy families and issues that involve several teams at once. You will also support newer colleagues and help keep the resolution quality consistent.

Responsibilities

• Handle complex complaints and escalations that have not been resolved at the first level
• Coordinate with verification, operations and trust and safety to close cases
• Support customer care executives with difficult cases and coach them on resolution
• Maintain accurate escalation records and flag recurring issues
• Communicate with members about complex cases clearly and regularly
• Contribute to the service standards used by the whole support team
• Report escalations and trends accurately to the support lead

Requirements

• Three or more years in customer support, with experience handling escalations
• Excellent communication in Hindi and English
• Strong judgement and the confidence to make decisions on complex cases
• Calm and professional when dealing with distressed or angry members
• Disciplined record keeping and follow-through
• Experience in a trust-sensitive or financial services support function
• Experience coordinating across multiple teams
• A regional language

Preferred Skills

• Complaint handling
• Escalation management
• Customer communication
• Coaching
• Cross-team coordination
• Documentation
• Root cause analysis
• Service quality improvement
• Payment dispute handling

Compensation

This is a full-time salaried position. Salary for this role is confirmed individually during the hiring process and is based on experience; no fixed figure is advertised at this stage.

Work Location

• Pune, Maharashtra
• Mumbai, Maharashtra