Senior Customer Support Executive

Recex Pvt Ltd.; Mumbai; On-site; INR 450,000 - 580,000; Full time

Job summary

Malkansview is a Mumbai-based financial education and trading & investing organisation seeking a Senior Customer Support Executive to join its Mumbai team. The role involves handling queries across courses, programs, memberships, payments and account access to ensure a smooth customer experience.

The ideal candidate has 2–5 years of customer support experience, excellent English and Hindi communication, and the ability to coordinate with internal teams to resolve issues.

Qualifications

• Graduate in any discipline.
• 2–5 years of experience in Customer Support / Customer Service / Customer Success / Client Servicing.
• Experience in EdTech, FinTech, Financial Services, Stock Market, Trading or Online Learning is advantageous.
• Excellent verbal and written communication skills in English and Hindi.

Responsibilities

• Handle customer queries through phone, WhatsApp, email and other channels.
• Provide accurate information regarding courses, programs, memberships, payments and services.
• Assist customers with login, registration, dashboard access and technical/account-related issues.
• Handle complaints and ensure timely resolution.
• Coordinate with Sales, Operations, Accounts and Technical Support to resolve issues.
• Maintain records of interactions, complaints and resolutions.
• Follow up on pending queries, payments, or registrations.

Skills

Customer Support

CRM Tools

Communication Skills

Multi-channel Support

Education

Graduate

Tools

CRM software

Excel/Sheets

Job description

Senior Customer Support Executive

Location: Mumbai - Borivali West
Job Type: Full-Time
Department: Customer Support / Customer Experience
Experience: 2-5 Years

About Malkansview

Malkansview is a Mumbai-based financial education and trading & investing organisation, focused on helping individuals understand stock markets, trading, investing and financial concepts through structured learning programs, courses and community-based support.

Job Summary

We are looking for an experienced and customer-focused Senior Customer Support Executive to join our team in Mumbai.

The candidate will be responsible for handling customer queries, providing timely assistance, resolving issues related to courses/programs, memberships, payments and account access, and ensuring a smooth overall customer experience.

The ideal candidate should have excellent communication skills, a customer-first attitude and the ability to independently handle customer concerns while coordinating with internal teams whenever required.

Key Responsibilities

• Handle customer queries through phone calls, WhatsApp, email and other communication channels.
• Provide accurate information regarding courses, programs, memberships, payments and services.
• Assist customers with login, registration, dashboard access and technical/account-related issues.
• Handle customer complaints and ensure timely and effective resolution.
• Follow up with customers regarding pending queries, payments, registrations or other requirements.
• Coordinate with internal teams such as Sales, Operations, Accounts and Technical Support to resolve customer issues.
• Maintain proper records of customer interactions, complaints and resolutions.
• Ensure timely follow-up and closure of all assigned customer queries.
• Handle escalated customer issues professionally and ensure a positive customer experience.
• Identify recurring customer issues and communicate them to the concerned team for improvement.
• Support customers during onboarding and ensure they understand the process and available services.
• Maintain high standards of professionalism, communication and customer service.
• Meet individual/team customer support, response-time and resolution targets.

Requirements

• Graduate in any discipline.
• 2-5 years of experience in Customer Support / Customer Service / Customer Success / Client Servicing.
• Experience in EdTech, FinTech, Financial Services, Stock Market, Trading, Investment or Online Learning will be an advantage.
• Excellent verbal and written communication skills in English and Hindi.
• Comfortable handling customers over phone, WhatsApp and email.
• Good problem-solving and follow-up skills.
• Strong interpersonal and relationship-management skills.
• Basic knowledge of CRM, Excel/Google Sheets and customer-support tools.
• Ability to multitask and handle multiple customer queries simultaneously.
• Should be proactive, patient and comfortable working in a fast-paced environment.

Preferred Candidate Profile

Candidates from the following backgrounds would be preferred:

• Customer Support Executive
• Senior Customer Support Executive
• Customer Success Executive
• Client Servicing Executive
• Customer Relationship Executive
• Client Relationship Executive
• Customer Experience Executive
• Support Executive - EdTech / FinTech
• Customer Support - Stock Broking / Financial Services
• Customer Support - Online Courses / Training Institutes

Key Skills

Customer Support | Customer Service | Client Handling | Customer Relationship Management | Complaint Resolution | Query Resolution | Voice Process | Email Support | WhatsApp Support | CRM | Follow-up | Customer Retention | Escalation Handling | Problem Solving | Communication Skills

What We Offer

• Opportunity to work with a growing organisation in the financial education and trading/investing space.
• Exposure to customer experience, financial education and digital learning operations.
• Growth opportunities based on performance.
• Professional and collaborative work environment.

Location: Borivali West, Mumbai
Experience: 2-5 Years
Employment Type: Full-Time