Posted:1 week ago|
Platform:
On-site
Full Time
Job Title: Email Support Executive (Customer Experience – Regulated Sector)
Job Summary:
We are looking for a detail-oriented and empathetic Email Support Executive to handle customer queries and complaints primarily over email, with a focus on compliance and quality. The ideal candidate should have prior experience in a regulated industry (BFSI, FinTech, Telecom, etc.), be comfortable dealing with sensitive information, and demonstrate excellent written communication skills.
Key Responsibilities:
· Respond to customer queries, complaints, and service requests via email within defined TAT & quality SLAs
· Investigate and resolve issues while adhering to regulatory and company guidelines
· Draft clear, professional, and empathetic responses aligned with brand tone
· Escalate unresolved or complex queries to relevant internal stakeholders
· Maintain detailed case logs, follow-up trackers, and closure documentation
· Identify recurring issues and flag them to supervisors for resolution
· Ensure full compliance with RBI, TRAI, or other relevant regulatory frameworks (as applicable)
· Support internal audit requests by providing email logs and response samples
· Participate in periodic quality audits, calibration sessions, and feedback reviews
Key Requirements:
· Minimum 2 years of experience in email-based customer support in a regulated industry (FinTech, BFSI, Insurance, Telecom, etc.)
· Excellent written communication and comprehension skills
· Strong attention to detail, tone, and accuracy in responses
· Familiarity with CRM tools like Freshdesk, Zendesk, Salesforce, or in-house systems
· Understanding of compliance and data confidentiality protocols
· Ability to work independently and manage high ticket volumes with discipline
· Comfortable working in rotational shifts (if applicable)
Preferred Qualifications:
· Graduate in any discipline (preferred: business, commerce, or communication)
· Prior experience handling sensitive or high-priority customer cases
· Exposure to regulatory complaint handling or audit documentation is a plus
What We Offer:
· Opportunity to grow within a structured customer experience function
· Exposure to regulatory processes and high-standard compliance environments
· Work with cross-functional teams (Legal, Tech, Product) to improve CX
Training, mentorship, and access to industry best practices
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹23,000.00 per month
Benefits:
Education:
Experience:
Work Location: In person
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