Customer Support Executive (Inbound And Outbound)

🏢 Company: Fatak Pay Digital Pvt. Ltd.

📍 Location: Nahur, Mumbai

JOB POSTING 1: INSIDE SALES EXECUTIVE

💼 Role: Customer Service Executive – Email / Blended Process

💰 Salary: ₹22,000 In-Hand

⏰ Work Schedule: 10:00 AM to 7:00 PM | Monday to Saturday

• 🎁 Employee Benefits & Perks:
• 🏥 Medical Insurance: ₹5 Lakh Medical Insurance Coverage
• 💵 Attendance Bonus: ₹1,000 Monthly Attendance Incentive
• ✈️ Incentives & Rewards: Unlimited Incentive Opportunities + Annual Company Trip

📝 Role Summary:The Email Process Agent is responsible for handling customer inquiries, complaints, and service requests via email. The role requires excellent written communication skills, attention to detail, and the ability to resolve issues efficiently while maintaining high customer satisfaction.

• 📌 Key Responsibilities:
• 📩 Customer Query Handling: Respond to customer queries promptly and professionally. Provide accurate information and resolve issues within defined Turnaround Time (TAT).
• 🔄 Escalation Management: Track, escalate, and follow up on complex or unresolved issues to ensure complete closure.
• 📝 Accurate Documentation: Log all customer interactions, complaints, and resolutions accurately in the CRM tool.
• 💡 Product & Process Knowledge: Develop in-depth knowledge of products, services, policies, and procedural updates.
• 🎯 Performance Metrics: Meet or exceed targets for response time, resolution time, CSAT, and quality scores.
• 🛠️ Continuous Improvement: Identify recurring query patterns and participate in training to enhance customer service delivery.
• 🎓 Qualifications & Skills:📚 Education: HSC (12th Pass) or Graduate Degree.
• 💼 Experience: 6 months to 1 year in customer service / email support preferred. Freshers with strong written English are welcome.
• 🛠️ Technical Skills: Excellent written English & grammar, basic MS Office (Word/Excel), and CRM tools familiarity.
• 🌟 Traits: Customer-focused, strong multitasking abilities, calm under pressure, organized.
• 📊 Key Performance Indicators (KPIs):⏱️ Email Response Time & Quality
• ✅ First Contact Resolution (FCR)
• ⭐ Customer Satisfaction (CSAT) Scores
• 📈 Daily Productivity (Emails Handled)