Chat Support Executive

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:

• Health insurance
• Provident Fund

Education:

• Higher Secondary(12th Pass) (Required)

Experience:

• Chat Support: 2 years (Required)

Work Location: In person