The Role
Provides multichannel customer support through email, chat, calls, WhatsApp, social media, and app platforms. Resolves queries, complaints, and escalations while maintaining service levels, regulatory compliance, and accurate records. Uses CRM, ticketing systems, and AI tools to improve productivity and customer experience. Coordinates with internal teams, identifies recurring issues, supports process improvements, and participates in UAT and validation activities.
Summary Generated by Built In
Job Title
Customer Service Executive
DepartmentCustomer Support
LocationMumbai (Work from Office)
Employment TypeFull-time
About the RoleWe are looking for a customer-focused, empathetic, and detail-oriented Customer Service Executive to deliver exceptional support across multiple customer touchpoints. The role involves handling customer queries, resolving complaints, providing product guidance, and ensuring every interaction reflects a high standard of service while adhering to regulatory and compliance requirements.
The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and the willingness to leverage technology and AI tools to improve customer experience.
Key ResponsibilitiesCustomer Support- Handle customer queries through Email, Chat, Calls, WhatsApp, Social Media, and App Support.
- Deliver prompt, accurate, and professional resolutions within defined service levels.
- Educate customers about products, processes, policies, and platform features.
- Ensure high customer satisfaction while maintaining empathy and professionalism.
- Investigate customer concerns thoroughly and provide appropriate resolutions.
- Handle escalations with ownership until closure.
- Coordinate with internal stakeholders such as Operations, Product, Technology, Risk, Finance, and Compliance to resolve complex issues.
- Ensure all customer grievances are addressed within regulatory timelines.
- Adhere to company SOPs, regulatory guidelines, and quality standards.
- Maintain complete and accurate customer interaction records.
- Escalate potential compliance or fraud-related concerns appropriately.
- Meet defined productivity, quality, and SLA metrics.
- Identify recurring customer issues and recommend process improvements.
- Contribute to knowledge base updates and process documentation.
- Participate in UAT and validation whenever customer-facing process changes are introduced.
- Effectively use CRM, ticketing platforms, and internal support tools.
- Utilize AI-enabled tools for drafting responses, knowledge discovery, and improving productivity.
- Stay updated with new technologies introduced within the support ecosystem.
- Excellent verbal and written communication skills.
- Good typing speed and computer proficiency.
- Comfortable working on CRM and ticket management systems.
- Strong understanding of MS Excel and Google Workspace.
- Familiarity with AI tools such as ChatGPT, Gemini, Copilot, or similar platforms is preferred.
- Customer-first mindset.
- Strong problem-solving ability.
- High attention to detail.
- Excellent interpersonal skills.
- Ownership and accountability.
- Ability to multitask under pressure.
- Positive attitude and willingness to learn.
- Graduate in any discipline.
- 0–3 years of experience in Customer Service, Customer Support, or Customer Experience.
- Experience in BFSI, FinTech, NBFC, Banking, or Digital Lending will be an added advantage.
- SLA adherence
- First Response Time (FRT)
- Resolution Time (TAT)
- Customer Satisfaction (CSAT)
- Quality Audit Score
- Complaint Resolution within regulatory timelines
- Productivity (tickets handled)
- Adherence to process and compliance requirements
We value individuals who:
- Take ownership of customer problems until resolution.
- Communicate clearly and professionally.
- Are naturally empathetic and customer-centric.
- Embrace technology and continuously improve the way they work.
- Thrive in a fast-paced, dynamic environment.
- Are curious, proactive, and eager to learn.
Skills Required
- Excellent verbal and written communication skills
- Good typing speed and computer proficiency
- Comfortable working with CRM and ticket management systems
- Strong understanding of Microsoft Excel and Google Workspace
- Customer-first mindset and empathy
- Strong problem-solving ability
- High attention to detail
- Excellent interpersonal skills
- Ownership and accountability
- Ability to multitask under pressure
- Graduate in any discipline
- 0–3 years of experience in customer service, customer support, or customer experience
- Experience in BFSI, FinTech, NBFC, banking, or digital lending
- Familiarity with AI tools such as ChatGPT, Gemini, or Copilot
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The Company
What We Do
LenDenClub is a leading Peer-to-Peer (P2P) Lending platform that provides an alternate investment opportunity to investors or lenders looking for high returns with creditworthy borrowers looking for short-term personal loans. With 20lakh+ investors on board, LenDenClub has become a one-stop investment solution. LenDenClub’s FMPP has delivered returns above 11% p.a. to its investors in the past 3 months. It is a preferred alternative investment avenue over traditional asset classes. Moreover, it is safeguarded by market volatility and inflation. Therefore, investing with LenDenClub is a great way to diversify your investment portfolio. P2P investment is subject to risks. And investment decisions taken by a lender on the basis of this information are at the discretion of the lender, and LenDenClub does not guarantee that the loan amount will be recovered from the borrower.
