About the Job
We are hiring customer support executives for a voice process associated with leading digital payment gateways. The role involves handling inbound customer calls, resolving payment-related queries, and ensuring a smooth customer experience.Key Responsibilities:
1. Handle inbound voice calls from customers related to payment gateway services such as UPI, wallet usage, failed transactions, refunds, and account-related queries
2. Identify customer issues accurately and provide correct, timely, and effective solutions as per defined process guidelines
3. Verify customer details to ensure secure transactions and compliance with company and regulatory standards
4. Explain payment processes, transaction status, refund timelines, and service policies in a clear and professional manner
5. Log all customer interactions, complaints, and resolutions accurately in the CRM system
6. Escalate unresolved or complex issues to appropriate internal teams while ensuring proper follow-up
7. Maintain high levels of customer satisfaction by demonstrating empathy, patience, and excellent communication during every interaction
8. Follow quality standards, compliance rules, and data security guidelines strictly at all times
9. Meet performance parameters such as call quality, resolution time, and customer satisfaction scores
10. Adapt to working in 24/7 rotational shifts including night shifts and adhere to scheduled working hours and rotational week-offs
Shift & working details
1. Shift timing: 24/7 rotational shifts (including night shifts)
2. Working days: 5 days working
3. Week-offs: Any 2 rotational week-offs
4. Work mode: Work from the office
Number of Openings
15 openingsPerks of this Jobs
Health insurance 5 days a week
Skills
Interpersonal skills, Effective Communication
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