Customer Experience Executive II

About the Role

This Bangalore-based full-time role is for a customer experience professional who can manage support requests across voice, email, and live chat. The position calls for a calm, responsive, and service-driven approach, with a focus on giving customers fast, accurate, and considerate assistance while maintaining strong service standards.

Key Responsibilities

• Respond to customer questions and requests through inbound and outbound calls, emails, and live chat.
• Share clear, correct information about products and services.
• Diagnose routine issues and provide initial-level troubleshooting and resolution.
• Pass on complicated cases to the relevant internal team and monitor progress until closure.
• Handle escalations and complete callback follow-ups to ensure the matter is resolved.
• Follow company policies, quality expectations, and compliance rules in every interaction.
• Keep complete and accurate records of customer discussions, issues, and outcomes.
• Deliver an efficient, professional, and empathetic support experience.
• Work closely with internal stakeholders to close customer concerns.
• Adapt to different support channels based on operational needs.
• Be available for rotational shifts, including weekends, holidays, and longer hours during busy periods if necessary.

Required Skills & Qualifications

• Comfortable communicating fluently in both English and Hindi, spoken and written.
• Fast and accurate typing ability.
• Bachelor’s degree or a diploma in any field.
• Ability to support customers over phone, email, and chat.
• 1 to 3 years of experience in customer service, support, semi-voice, or a related profile.
• Good problem-solving and de-escalation skills.
• Customer-first mindset with a strong service orientation.
• Strong interpersonal skills and a polite, empathetic communication style.
• Ability to perform well in a fast-moving, team-based environment.
• Strong ownership and careful attention to detail.

Preferred Skills

• Hands-on experience with customer support platforms such as Freshdesk, Zendesk, or similar CRM tools.
• Basic working knowledge of Google Sheets or MS Excel for tracking and reporting.

Work Environment

• Work in a dynamic, customer-focused setting.
• Exposure to multiple communication channels and customer touchpoints.
• Supportive team culture with opportunities to learn and grow professionally.

Shift Requirement

The role requires comfort with rotational shifts, including weekends and holidays, depending on business needs.

Company Information

The employer is a leading NBFC that offers both B2B and B2C products.