Customer Support & Operations Executive

About the Role

We are looking for a  Customer Support & Operations Executiveto handle customer interactions, complaints, transaction-related queries, and day-to-day operational activities. The candidate will be responsible for communicating with customers, monitoring the operations dashboard, coordinating with the reconciliation team, and ensuring customer issues are resolved within the required timelines.

The ideal candidate should have excellent communication skills and be comfortable communicating with customers in English, Hindi, Malayalam, and preferably other regional languages.

Key Responsibilities

• Handle customer calls, queries, complaints, and service requests professionally.
  

• Communicate with customers through phone, email, chat, or other available support channels.
  

• Understand customer issues and provide appropriate information or resolutions.
  

• Monitor the operational dashboard and track transactions, pending cases, failed transactions, refunds, and other exceptions.
  

• Coordinate with the reconciliation team regarding transaction mismatches, pending transactions, refunds, and settlement-related issues.
  

• Provide necessary instructions and follow-ups to the reconciliation team for resolving operational issues.
  

• Maintain proper records of customer complaints, transaction issues, and resolutions.
  

• Follow up on unresolved customer complaints until closure.
  

• Coordinate with technical, finance, and operations teams whenever escalation is required.
  

• Identify recurring customer or transaction-related issues and report them to the concerned team.
  

• Ensure customers receive timely and accurate updates regarding their transactions.
  

• Maintain professionalism and confidentiality while handling customer and transaction information.
  

• Prepare basic daily/weekly operational reports when required.
  

Required Skills

• 1–3 years of experience in customer support, customer operations,IRCTC, railway ticketing, travel portals, payment gateways, or online booking platforms.
  

• Excellent verbal and written communication skills.
  

• Fluency in English and Hindi is required.
  

• Knowledge of additional Indian languages will be an advantage.
  

• Good customer-handling and problem-solving skills.
  

• Comfortable working with web-based dashboards and operational systems.
  

• Good coordination and follow-up skills.
  

• Ability to handle multiple customer issues simultaneously.
  

• Good knowledge of MS Excel/Google Sheets and basic reporting.
  

Preferred Qualities

• Patient and professional when handling customer complaints.
  

• Strong attention to detail.
  

• Good ownership and follow-up skills.
  

• Ability to coordinate effectively with multiple teams.
  

• Willingness to work in a fast-paced fintech/payment environment.
  

• Ability to understand and communicate transaction-related information clearly to customers.
  

Education

Any Bachelor's Degree is preferred.

Previous experience with IRCTC, railway ticketing, travel portals, payment gateways, or online booking platforms.
Experience handling high-volume customer calls and transaction-related complaints.