Job Description

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
Job Type: Full-time

Pay: ₹22,000.00 - ₹30,000.00 per month

Benefits:

Provident Fund
Work Location: In person