Customer Support Executive

Key Responsibilities:

• Conduct Video KYC Calls / Review the Call: Manage face-to-face video calls with customers to conduct Video KYC processes for identity verification / To audit the call taken by the caller to review and approve the document with strong analytical skills with basic excel skills.
• Verify Customer Documents: Review and verify the customer’s identity documents during the video call.
• Resolve Customer Queries: Address customer queries during the VKYC process and provide assistance in a professional and friendly manner.
• Update Records: Accurately document customer details and VKYC outcomes in the company's systems and databases.

Required Qualifications:

• Candidates must graduate with any Stream
• Proven experience in customer service, VKYC, or banking roles (experience in video-based verification )
• Strong communication skills (both verbal and written) with the ability to engage with customers professionally.
• Good knowledge of VKYC processes
• Comfortable with technology, including video conferencing tools and CRM software.
• Strong attention to detail with the ability to spot inconsistencies in documentation.
• Ability to handle sensitive information with discretion and maintain confidentiality.

Preferred Skills:

• Previous experience in video-based KYC verification or in a customer-facing role.
• Multilingual proficiency is a plus but Hindi and English is a must.
• Knowledge of the financial sector and the regulatory environment.

Key Competencies:

• Communication: Clear and concise communication skills are essential for interacting with customers.
• Attention to Detail: Accuracy in verifying documents and recording customer details.
• Customer Service Orientation: Providing a positive experience to customers while ensuring compliance.
• Problem-Solving: Ability to handle difficult situations and resolve any issues during the KYC process.

Work Environment:

• Fixed working hours 9 AM to 6 PM, but includes weekend shifts.