Job Description

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