Senior Customer Support Executive

Job Description:

# Senior Customer Support Executive
**Location:** Mumbai – Borivali West
**Job Type:** Full-Time
**Department:** Customer Support / Customer Experience
**Experience:** 2–5 Years

### About Malkansview

Malkansview is a Mumbai-based financial education and trading & investing organisation, focused on helping individuals understand stock markets, trading, investing and financial concepts through structured learning programs, courses and community-based support.

### Job Summary

We are looking for an experienced and customer-focused **Senior Customer Support Executive** to join our team in Mumbai.

The candidate will be responsible for handling customer queries, providing timely assistance, resolving issues related to courses/programs, memberships, payments and account access, and ensuring a smooth overall customer experience.

The ideal candidate should have excellent communication skills, a customer-first attitude and the ability to independently handle customer concerns while coordinating with internal teams whenever required.

### Key Responsibilities

* Handle customer queries through **phone calls, WhatsApp, email and other communication channels**.
* Provide accurate information regarding courses, programs, memberships, payments and services.
* Assist customers with **login, registration, dashboard access and technical/account-related issues**.
* Handle customer complaints and ensure timely and effective resolution.
* Follow up with customers regarding pending queries, payments, registrations or other requirements.
* Coordinate with internal teams such as **Sales, Operations, Accounts and Technical Support** to resolve customer issues.
* Maintain proper records of customer interactions, complaints and resolutions.
* Ensure timely follow-up and closure of all assigned customer queries.
* Handle escalated customer issues professionally and ensure a positive customer experience.
* Identify recurring customer issues and communicate them to the concerned team for improvement.
* Support customers during onboarding and ensure they understand the process and available services.
* Maintain high standards of professionalism, communication and customer service.
* Meet individual/team **customer support, response-time and resolution targets**.

### Requirements

* Graduate in any discipline.
* **2–5 years of experience in Customer Support / Customer Service / Customer Success / Client Servicing.**
* Experience in **EdTech, FinTech, Financial Services, Stock Market, Trading, Investment or Online Learning** will be an advantage.
* Excellent verbal and written communication skills in **English and Hindi**.
* Comfortable handling customers over phone, WhatsApp and email.
* Good problem-solving and follow-up skills.
* Strong interpersonal and relationship-management skills.
* Basic knowledge of CRM, Excel/Google Sheets and customer-support tools.
* Ability to multitask and handle multiple customer queries simultaneously.
* Should be proactive, patient and comfortable working in a fast-paced environment.

### Preferred Candidate Profile

Candidates from the following backgrounds would be preferred:

* Customer Support Executive
* Senior Customer Support Executive
* Customer Success Executive
* Client Servicing Executive
* Customer Relationship Executive
* Client Relationship Executive
* Customer Experience Executive
* Support Executive – EdTech / FinTech
* Customer Support – Stock Broking / Financial Services
* Customer Support – Online Courses / Training Institutes

### Key Skills

**Customer Support | Customer Service | Client Handling | Customer Relationship Management | Complaint Resolution | Query Resolution | Voice Process | Email Support | WhatsApp Support | CRM | Follow-up | Customer Retention | Escalation Handling | Problem Solving | Communication Skills**

### What We Offer

* Opportunity to work with a growing organisation in the **financial education and trading/investing space**.
* Exposure to customer experience, financial education and digital learning operations.
* Growth opportunities based on performance.
* Professional and collaborative work environment.

**Location:** Borivali West, Mumbai
**Experience:** 2–5 Years
**Employment Type:** Full-Time