Customer Service Executive

About the Company

Spandana Sphoorty Financial Ltd. is a leading listed microfinance institution in India. It began in 1998 as an NGO focused on helping underserved communities move into the formal financial system, became an NBFC in 2005, and later transitioned into an NBFC-MFI in 2015. The company remains committed to improving income opportunities for communities across Bharat.

Today, the organization has a team of more than 14,000 people serving over 33 lakh borrowers through around 1,650 branches across 20 states and union territories. Its small-ticket lending model supports borrowers from rural India in building a better future for themselves, their families, and their communities. Technology is used extensively to serve borrowers efficiently and to meet financial needs smoothly.

The stories of resilience and progress among its customers motivate the team to give their best every day. The organization values people who take pride in their work and want to contribute meaningfully to society.

Role Overview

The Customer Service Executive will be responsible for handling customer interactions across multiple channels, resolving concerns within set timelines, and supporting borrower satisfaction through accurate communication and timely coordination with internal teams.

Key Responsibilities

• Handle customer questions courteously and without delay through phone, email, and WhatsApp tickets.
• Address complaints and work toward suitable resolutions within the required turnaround time.
• Keep detailed and accurate logs of customer conversations and transactions.
• Adhere to the organization’s communication standards, procedures, and policy guidelines.
• Work closely with internal departments to improve the overall customer experience.
• Spot borrower grievances and route them to the relevant teams for further action.
• Track and achieve performance targets such as CSAT and response-time goals.

Preferred Candidate Profile

• A bachelor’s degree or an equivalent level of practical experience.
• 1 to 2 years of experience in customer service or a similar support role.
• Experience working in a busy, high-volume support setup.
• Working knowledge of CSAT and other customer experience measures.
• Ability to communicate in any four languages, with English and Hindi being mandatory; the other options include Telugu, Malayalam, Tamil, Kannada, Odia, Bengali, and Marathi.
• A helpful mindset and a strong willingness to support customers.

Eligibility

Applicants with any graduate degree can apply.

Additional Information

The role is based in Hyderabad, India.