Customer Support Executive

Job description

**Role:** Senior Executive/Executive - Customer Support Location: GIFT City - Gandhinagar **What you'll do** • Own each user's journey end to end — no handoffs, no dropped threads. • Explain a multi-step financial process in plain language, adjusting your approach based on the user's familiarity with financial products. • Guide users through every step: retrieving documents, filling forms, understanding what comes next. • Anticipate hesitation and address concerns calmly — bringing users back on track without pressure. • Track where each user is in the process, follow up at the right time, and maintain momentum across multiple touchpoints. • Coordinate with third parties to ensure timely resolution within SLAs. • Review documents and forms with accuracy and attention to detail — financial processes leave no room for errors. **What we're looking for** • Clear, confident communicator — you can make something complex feel easy, and you read the room. • Naturally builds trust — people feel at ease with you, even in a first call. • Patient and thorough — you'll walk someone through a process step by step without losing them. • Organised and disciplined about follow-up — you track where things stand and act at the right moment. • Detail-oriented — you catch things others miss and take accuracy seriously. • Calm when users push back or hesitate — you know how to address concerns without being pushy. • Comfortable with basic tools: Excel, Google Sheets, and Google Meet.