PayU is a leading global fintech company that provides payment technology and services to merchants and consumers across more than 50 countries. Headquartered in the Netherlands, PayU has a strong presence in India, where it powers digital payments for e‑commerce platforms, financial institutions, and offline merchants. The company prides itself on a culture of innovation, data‑driven decision making, and a relentless focus on customer experience. Employees enjoy exposure to cutting‑edge payment solutions, a collaborative environment, and opportunities to work on high‑impact projects that shape the future of digital commerce. In the Mumbai office, the Customer Service executive/Sr executive role is a critical front‑line position that ensures PayU’s customers receive timely, accurate, and courteous support. The role sits at the intersection of operations, product, and finance, handling queries related to loan products, payment issues, and general service requests. The incumbent will work closely with internal teams such as Product, Risk, and Finance to resolve cases within the defined Service Level Agreements (SLAs). Key Responsibilities: 1. Respond to customer complaints, requests, and queries promptly while adhering to SLA targets. 2. Track and manage cases in the CRM system, ensuring all interactions are logged accurately. 3. Coordinate with internal stakeholders (product, risk, finance) to obtain required information and drive case resolution. 4. Perform root‑cause analysis on recurring issues and suggest process improvements. 5. Generate daily and weekly reports using Excel, employing pivot tables, VLOOKUP, and HLOOKUP for data consolidation. 6. Conduct follow‑ups with customers to confirm issue closure and gather feedback. 7. Identify opportunities to cross‑sell or upsell PayU’s financial products where appropriate. 8. Maintain up‑to‑date knowledge of PayU’s loan offerings, payment gateways, and regulatory guidelines. 9. Participate in regular training sessions to enhance product knowledge and soft‑skill capabilities. 10. Contribute to knowledge‑base articles and FAQs to improve self‑service options for customers. Tech Stack & Tools: CRM platform (e.g., Salesforce or custom PayU CRM), Microsoft Excel (advanced functions), basic knowledge of payment gateways, and familiarity with loan management systems. Growth Path: Starting as a Customer Service Executive, high performers can progress to Senior Executive, Team Lead, Operations Manager, and eventually into specialized roles such as Product Analyst or Risk Analyst. The role offers exposure to fintech operations, making it a solid foundation for a long‑term career in financial services. Why Join PayU? PayU offers a vibrant work culture that encourages learning, mentorship, and rapid career progression. Employees benefit from competitive compensation, performance‑linked incentives, and a comprehensive benefits package. Being part of a global fintech leader provides the chance to work on innovative payment solutions that impact millions of users daily.