Customer Service Representative (Mumbai)

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists :
- ❖ Handle inbound queries from clients across multiple channels — email, chat, and phone ❖ Troubleshoot and resolve issues related to expense workflows, policy configurations, travel booking integrations, and reimbursement processes. ❖ Coordinate with internal product and technical teams to escalate and follow through on complex issues. ❖ Ensure resolution of queries within defined SLA timelines, maintaining a high-resolution rate. ❖ Document support interactions accurately in the CRM and contribute to the internal knowledge base. ❖ Assist clients during onboarding and product rollouts, providing guidance on platform features and best practices. ❖ Proactively identify recurring issues and provide structured feedback to the product team for continuous improvement. ❖ Support implementation of client changes requests in coordination with the customer success team. Required Skills
- ❖ Strong understanding of expense management, travel workflows, or corporate finance processes is a plus. ❖ Excellent written and verbal communication skills in English. ❖ Ability to handle high query volumes with attention to detail and a calm, customer-first approach. ❖ Proficiency with support tools such as Freshdesk or similar CRM platforms. ❖ Basic understanding of ERP or finance platforms (SAP, Oracle, Tally) is an advantage. ❖ Robust problem-solving skills with the ability to multitask and prioritise effectively. Qualification & Experience:
- Any Graduate with 4–5 years of experience in customer support or helpdesk role, preferably in a SaaS or fintech environment. Apply on Kit Job: kitjob.in/job/4la3cz