Job Description

Job Title:

Executive Customer Success

Company:

InstaFinancials

Location:

HRBR Layout, Bangalore, Karnataka

Google Maps:

Job Summary:

InstaFinancials is seeking a highly experienced

Customer Support Executive

with a strong background in

email and chat support

. The ideal candidate will be responsible for ensuring exceptional customer satisfaction by resolving customer inquiries, handling escalations, and delivering a seamless support experience across multiple communication channels.

Key Responsibilities:Customer Support & Issue Resolution:

Provide professional and efficient support via

email, chat, and phone

. Take full ownership of customer issues, ensuring timely resolution. Troubleshoot and resolve customer concerns by coordinating with internal teams. Maintain high customer satisfaction by delivering prompt and effective solutions. Escalate unresolved issues to the appropriate teams and follow up for resolution.

Customer Engagement & Retention:

Build and nurture long-term relationships with customers through outstanding service. Ensure 100% customer retention by proactively addressing concerns and providing solutions. Serve as a point of contact for key clients, ensuring a seamless experience. Gather customer feedback and work on continuous service improvements.

Order & Account Management:

Handle end-to-end

retail order management

including processing orders, generating invoices, and coordinating deliveries. Assist customers with account-related inquiries, payment processing, and report downloads. Work closely with the accounts team to ensure smooth financial transactions.

MIS & Reporting:

Maintain accurate records of customer interactions, complaints, and resolutions. Generate periodic reports on customer service performance and key KPIs. Identify trends and suggest process improvements based on data insights.

Communication Channels:

Email Support

Live Chat Support

Online Support Desk

Telephonic Support

Skills & Abilities:

Extensive experience in email and chat support

with a customer-first approach. Ability to handle high-pressure situations and manage difficult customer interactions. Strong problem-solving skills and a proactive approach to issue resolution. Exceptional communication skills, both written and verbal. Ability to multitask and manage multiple priorities effectively. High responsiveness and availability to ensure quick turnaround times. Strong documentation and knowledge-sharing skills to improve customer experience.

Technical Skills:

Hands-on experience with

helpdesk and chat software

. Proficiency in

email management tools

. Strong working knowledge of

MS Office / Google Docs

. Fast typing speed with high accuracy. Comfortable using

Windows laptops and related tools

.

Education & Experience:

Education:

B.Com or MBA in Finance preferred.

Experience:

Minimum

4-6 years

of experience in customer support, with expertise in

email and chat-based communication

.

Languages:

Excellent proficiency in

English (written & oral)

and

Hindi (mandatory)

.

CTC : 4.5 - 5.5 LPA

If you are passionate about customer service and have a proven track record in

email and chat support

, we invite you to be part of

InstaFinancials'

commitment to delivering an outstanding customer experience.

Job Types: Full-time, Permanent

Pay: ?450,000.00 - ?550,000.00 per year

Benefits:

Health insurance Internet reimbursement Paid sick time Provident Fund
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Language:

Hindi (Required) English (Required)
Work Location: In person