Customer Care Executive Gurugram Location Us Shifts F Interview Delhi (India)

Customer Care Executive Gurugram Location Us Shifts F Interview Delhi (India)

Company: Mastermind Network

Job Location: Gurugram, Haryana, India

Employment Type: Full-time

Hi,

Greetings,

Responsibilities

Guide customers through end-to-end money movement workflows for payments and funding, including receiving money (inflows) and sending/withdrawing money (outflows), with an emphasis on accuracy, timeliness, and customer confidence.

Diagnose and resolve transactional issues such as failed/returned payments, holds, charge backs/disputes impacts, funding delays, bank connection issues, reconciliation mismatches, and deposit/withdrawal exceptions, using a structured investigative approach.

Help customers understand how workflows connect across products (for example: payments deposits bank posting reconciliation; loans funding repayment reporting).

Own customer issues from intake to resolution whenever possible; when escalation is needed, document hypotheses, evidence, actions taken, and customer impact clearly to reduce repeat work and customer effort.

Communicate with clarity and confidenceespecially when sharing outcomes, the customer may not want to hear. Set expectations early, explain the why in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options.

Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments terminology.

Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within role scope.

Stay effective in a quick-changing setting by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customers issue forward.

Gain a thorough understanding of the customers small business operations, challenges, and goals

Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including recent customer acquisition and/or ecosystem attach) .