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Customer Support Executive – Chat Process (Canadian Credit Card)

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Location:
India , Gurgaon

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Category:
Banking

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Customer Support Executive will manage chat interactions for Canadian credit card customers, addressing inquiries related to accounts, payments, and disputes. The role demands strong written communication skills and adherence to compliance standards. Candidates should have 1-3 years of experience in a similar role and be comfortable working in a fast-paced environment.

Job Responsibility:

  • Handle customer interactions via live chat in a professional and timely manner
  • Address queries related to: credit card accounts
  • statements and outstanding balances
  • Payments and settlements
  • Interest and fee clarifications
  • Refunds (if applicable)
  • Dispute status follow-ups
  • Account Closure requests
  • Various general customer inquires
  • Ensure accurate documentation of customer conversations in CRM systems
  • Meet defined KPIs: AHT (Average Handle Time)
  • CSAT (Customer Satisfaction)
  • Quality & Compliance scores
  • Productivity metrics
  • Maintain strict adherence to: Canadian banking compliance requirements
  • PCI-DSS guidelines
  • Data privacy and confidentiality standards
  • Escalate complex cases to supervisors or relevant internal teams
  • Participate in refresher trainings and process updates

Requirements:

  • Graduate (preferred)
  • 1–3 years of experience in International chat process (preferably BFSI)
  • 1–3 years of experience in Credit card or banking operations
  • Strong written English communication skills
  • Good typing speed (minimum 30–35 WPM preferred)
  • Familiarity with CRM systems and ticketing tools
  • Willingness to work in night shifts (US time zone support)
  • Excellent written communication and grammar
  • Strong customer handling and conflict resolution skills
  • Attention to detail and accuracy
  • Ability to manage multiple chats simultaneously
  • Basic understanding of financial terminology
  • Analytical thinking and problem-solving ability
  • Customer-centric approach
  • Compliance orientation
  • Emotional intelligence
  • Time management
  • Adaptability

Nice to have:

  • Experience in Canadian banking or credit card processes
  • Knowledge of collections or closed account servicing
  • Exposure to regulatory environments (OSFI, PIPEDA awareness – preferred but not mandatory)

Additional Information:

Job Posted:
April 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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