Customer Care Executive (payments/fintech Domain)

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Resolve customer issues related to digital payments, transaction failures, refunds, chargebacks, and account discrepancies
• Escalate unresolved queries to the appropriate departments and ensure follow-through
• Maintain detailed records of customer interactions, issues, and resolutions using CRM tools
• Collaborate with the technical and operations teams to address recurring issues and improve customer experience
• Provide feedback to the product team based on customer pain points
• Stay up-to-date with industry trends, product updates, and regulatory guidelines in the payments domain

Required Skills and Qualifications:

• Minimum 6 month of customer support experience in the payments or fintech industry
• Strong understanding of digital payment systems, payment gateways, UPI, cards, wallets, and banking protocols
• Excellent verbal and written communication skills in English (regional language proficiency is a plus)
• Good problem-solving skills and attention to detail
• Ability to multitask and manage time effectively in a fast-paced environment
• Familiarity with customer support tools or similar CRMs
• Basic knowledge of fraud prevention and KYC/AML guidelines is an advantage

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Finance, Commerce, or a related field
• Experience in a startup or high-growth fintech environment is a plus