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

Job Description: -❖ 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/4lh6a1