Executive II - Customer Experience (Semi-Voice)

**Executive II \- Customer Experience (Semi\-Voice)** **Location: Bangalore** **About the Team** The Customer Experience team at Navi is at the forefront of delivering a seamless, high\-quality support experience across all our products. From handling video KYC (vKYC) to resolving customer grievances and escalations, the team manages every interaction with empathy and efficiency. Using channels like chat, calls, and email, we aim for rapid resolution, high CSAT scores, and continuous process improvement\-leveraging automation and data insights to scale service quality as we grow. **About the Role** We are looking for a proactive and customer\-focused Executive to manage customer interactions across calls, emails, and chats. You will be the first point of contact for Navi customers, responsible for delivering accurate, empathetic, and timely support. The role requires strong communication skills, attention to detail, and a commitment to ensuring high levels of customer satisfaction across all touchpoints. **Key Responsibilities** * Handle customer queries through inbound/outbound calls, emails, and live chat. * Provide clear, accurate information about our products and services. * Troubleshoot common issues, provide first\-level resolutions, and escalate complex cases as needed. * Handle escalations and make timely escalation callbacks to ensure issue closure. * Ensure compliance with company policies during all customer interactions. * Maintain accurate documentation of customer communications. * Remain flexible to support different channels based on business needs. * Flexibility to work rotational shifts, including weekends, holidays, and extended hours during peak periods. **Must Haves** * Fluency in English and Hindi, with excellent written English communication skills. * Strong typing speed and accuracy. * Bachelor's degree or equivalent diploma in any discipline. * Ability to manage customer interactions across calls, emails, and chat channels. * 13 years of experience in customer support or similar roles. * Customer\-first mindset with strong problem\-solving skills. * High attention to detail and a commitment to delivering quality service. * Excellent interpersonal skills and the ability to communicate clearly and empathetically. * A collaborative and proactive team player with a strong sense of ownership. * Preferred tools: CRM platforms like Freshdesk or Zendesk, and Google Sheets for tracking and reporting. **About Navi** We are on a mission to make finance simple, accessible and affordable for a billion Indians. Guided by a strong customer\-first approach, we are building tech\-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold and UPI. Founded by **Sachin Bansal \& Ankit Agarwal** in 2018, we are one of India's fastest\-growing financial services organisations. But were just getting started! **Our Culture** At Navi, were a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration and craftsmanship, while celebrating learning, growth and shared wins along the way. Whether you're shaping the future of fintech products or driving innovation behind the scenes, life at Navi means being part of a high\-energy, talent\-driven workplace where your contributions truly make a difference. We're guided by our own operating system \- The Navi OS \- a set of principles that shape how we work and win together. You can explore them at navi.com/our\-values to see what drives us every day. If this feels like you, Navi is the place to grow, thrive and make a real impact.