Customer Support Executive

Job Title: Customer Support Executive

Location: Azad Nagar, Andheri (West), Mumbai

Job Summary:

The Customer Support Executive is responsible for delivering high-quality customer service and resolving client issues for an exchange house and International Money Transfer Operator (IMTO). This role involves providing timely and accurate assistance to clients via various communication channels, handling account inquiries, transaction processing, and ensuring regulatory compliance. The ideal candidate will possess strong communication skills, problem-solving abilities, and a commitment to customer satisfaction

Key Responsibilities:

• Customer Interaction:

• Respond to inquiries through phone, email, WhatsApp, and other communication channels.
• Provide detailed information on company services, policies, and procedures.
• Guide customers in navigating currency exchanges, remittances, and financial services.

• Transaction Assistance & Issue Resolution:

• Assist customers with account creation, updates, and management.
• Approve and monitor online wire transfers, ensuring timely and secure execution.
• Resolve transaction issues, including discrepancies in rates, routing numbers, and beneficiary details.
• Release pending transactions from the lean portal and ensure funds are processed accordingly.

• Communication & Updates:

• Create and manage WhatsApp broadcast lists for daily updates on rates and services.
• Send regular notifications, including competitor rates and relevant service information.
• Manage bulk messaging and customer inquiries via the Auto-Chatbot system.
• Provide updates and notifications related to refunds, transaction statuses, and compliance requirements.

• Customer Feedback & Reporting:

• Gather and report customer feedback to improve service quality and satisfaction.
• Compile and submit monthly reports on transaction statuses, complaints, and resolutions.
• Maintain accurate records of customer interactions, transactions, and issue resolutions.

• Internal Collaboration:

• Work closely with internal teams (e.g., remittance, IT, compliance) to ensure smooth operation and timely issue resolution.
• Assist the team with KYC updates and transaction processing.
• Provide support to branches and external partners, including addressing Western Union queries and handling branch requests.

• Training & Development:

• Train new employees on customer service protocols and company systems.
• Ensure consistent delivery of high-quality customer service and compliance with internal policies.

Qualifications and Skills:

• Education: Bachelor's degree in Business Administration, Finance, or related field (preferred)

• Experience: Previous experience in customer support, preferably in the financial services, remittance, or exchange house sector.

• Skills:
• Strong verbal and written communication skills.
• Ability to troubleshoot issues and find solutions efficiently.
• Proficiency with CRM software, basic computer applications, and mobile apps.
• Detail-oriented with a focus on accuracy.
• Ability to work well under pressure and handle customer complaints professionally.

• Languages: Fluency in English is required; additional language proficiency

Personal Attributes:

• Customer-centric, with a strong focus on client satisfaction.
• Able to work independently and collaboratively in a team setting.
• Quick learner, adaptable to new processes and tools.
• High attention to detail and organizational skills.