Customer Support Associate

About the Role

Praxis Services is hiring enthusiastic and customer-focused graduates for an opportunity in Email and Live Chat Customer Support (Non-Voice Process) for a reputed brand in India's Banking, Financial Services (BFSI) and E-commerce industry. This role is suitable for freshers looking to start their careers in customer service, banking operations, and digital commerce. The role involves handling customer queries and complaints exclusively through email and live chat, with no voice process or calling involved. Complete paid training will be provided.

Key Responsibilities

• Handle inbound customer queries and complaints through email and live chat.
• Assist customers with banking products, accounts, debit/credit cards, loans, EMIs, and insurance.
• Resolve queries related to UPI, digital payments, failed transactions, and disputed payments.
• Handle e-commerce queries related to order tracking, deliveries, cancellations, returns, and refunds.
• Verify customer details in accordance with authentication and KYC guidelines.
• Provide accurate resolutions by following company SOPs and knowledge-base guidelines.
• Take ownership of customer cases and ensure timely resolution and follow-ups.
• Maintain accurate records of customer interactions in CRM/ticketing systems.
• Meet performance parameters such as SLA, TAT, CSAT, quality, and AHT.
• Escalate unresolved or sensitive cases through the appropriate channels.
• Maintain confidentiality of customer information and transaction details.

Requirements & Tech Stack

• Good written English communication skills.
• Good typing speed and reading comprehension.
• Basic computer knowledge, including MS Office, email, and web applications.
• Ability to multitask and manage multiple customer conversations.
• Comfortable working in rotational shifts and a 5.5-day work week.
• Willingness to undergo paid training and process assessments.
• Must be comfortable working from the office in Gurugram.
• Experience with Versant Level 4 or equivalent English proficiency.

Qualifications

• Any Graduate can apply.
• Freshers and candidates with 0-1 year of experience are welcome.
• Final-year students awaiting results may also apply.
• Good written and spoken English communication skills.

Work Details

• Work Location: Gurugram (Work from Office).
• Work Schedule: 5.5 days working.
• Shifts: Rotational shifts.
• Employment: Full-Time, Permanent.
• Training: Fully paid training.