Executive II - Customer Experience (Semi-Voice)

About the Team

The Customer Experience division at Navi is dedicated to providing seamless, high-quality assistance across all products. The team handles processes like video KYC (vKYC), resolves customer complaints and escalations, and engages through calls, chats, and emails aiming for prompt resolutions, improved customer satisfaction scores, and ongoing process optimization by leveraging automation and data analytics as the service volume grows.

About the Role

We are searching for an energetic and customer-centric Executive to handle customer communications via calls, emails, and live chat. You will be the initial contact point for Navi customers, responsible for offering precise, empathetic, and timely support. This position demands excellent communication, meticulous attention to detail, and dedication to high customer satisfaction at every interaction.

Key Responsibilities

• Manage inbound and outbound customer inquiries through phone, email, and chat platforms.
• Deliver clear and accurate information regarding Navi's products and services.
• Diagnose typical problems, provide immediate solutions, and escalate more complex issues when required.
• Handle escalated cases and conduct timely follow-ups to ensure complete resolution.
• Adhere to company protocols during all customer interactions.
• Keep precise records of customer communications.
• Adapt to support various communication channels as business requirements evolve.
• Work rotational shifts including weekends, holidays, and extended hours during peak demands.

Essential Qualifications and Skills

• Proficient in spoken and written English and Hindi, with high-quality written communication skills.
• Fast and accurate typing abilities.
• Possess a Bachelor’s degree or equivalent diploma in any field.
• Experience managing customer interactions across various channels such as calls, emails, and chat.
• 1 to 3 years of experience in customer service or related functions.
• A customer-first attitude combined with strong problem-solving capabilities.
• Detail-oriented with dedication to delivering excellent service.
• Strong interpersonal skills with the ability to communicate clearly and compassionately.
• Team-oriented with a proactive stance and a strong sense of responsibility.
• Familiarity with CRM software such as Freshdesk or Zendesk and with Google Sheets for monitoring and reporting purposes is preferred.

About Navi

Navi's mission is to simplify finance and make it affordable and accessible to a billion Indians through technology-driven financial products including Loans, Insurance, Mutual Funds, Digital Gold, and UPI. Established in 2018 by Sachin Bansal & Ankit Agarwal, Navi is a rapidly expanding financial services company in India.

Our Culture

We foster an environment where ambition meets opportunity and ideas quickly transform into tangible results. Team members enjoy high ownership and are encouraged to tackle meaningful challenges with a commitment to quality. We prioritize rapid collaboration, continuous learning, growth, and shared successes. The company operates under a guiding set of principles known as The Navi OS, which influences our teamwork and success strategies.