Job Description

This role is for one of the Weekday's clients

Salary range: Rs 250000 - Rs 420000 (ie INR 2.5-4.2 LPA)

Experience: 1+ yrs

Location: Bengaluru

Job Type: full-time

We are looking for a customer-focused and empathetic Customer Support Associate to manage customer interactions across calls, chats, and tickets. The role requires strong communication skills, patience, and the ability to resolve queries efficiently while ensuring a high-quality customer experience.

You will be responsible for interacting with customers in a professional manner, understanding their concerns, and providing accurate and timely resolutions. This role is critical in maintaining customer satisfaction and ensuring a seamless support experience in a fast-paced fintech environment.

The ideal candidate should be comfortable handling multiple communication channels, managing service expectations, and delivering consistent support quality while meeting defined performance targets.

Requirements

Key Responsibilities

• Handle customer queries through calls, chats, and support tickets in a professional and empathetic manner.
• Provide accurate, clear, and timely responses to customer issues and requests.
• Ensure effective resolution of customer concerns within defined timelines.
• Maintain high service quality standards while managing assigned interaction volumes and targets.
• Communicate with customers in the languages specified for the role to ensure effective understanding and resolution.
• Document customer interactions accurately in CRM and support systems.
• Collaborate with internal teams to resolve complex issues and ensure end-to-end closure.
• Follow defined processes, SOPs, and escalation matrices for issue resolution.
• Maintain strong customer satisfaction (CSAT) scores through quality service delivery.
• Identify recurring customer issues and share feedback for process improvement.
• Ensure professionalism, patience, and clarity in all customer interactions.
• Support continuous improvement of customer experience through proactive engagement and problem-solving.

What Makes You a Great Fit

• 0–3 years of experience in Customer Support, Customer Service, or Query Resolution roles.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to handle multiple communication channels including calls, chats, and emails.
• Comfortable working in a target-driven environment with defined service metrics.
• Strong problem-solving skills with the ability to resolve queries efficiently.
• Good understanding of Customer Experience (CX) and service quality standards.
• Ability to stay calm, patient, and professional while handling challenging situations.
• Familiarity with CRM tools and customer support systems is an advantage.
• Strong attention to detail and ability to accurately document interactions.
• Willingness to learn and adapt in a fast-paced fintech environment.
• Ability to work collaboratively with internal teams for issue resolution.
• Commitment to delivering a consistent and high-quality customer experience.