Contact Center Associate

As a Contact Center Associate, your primary responsibility will be to provide assistance to customers via calls and chats, addressing their issues and resolving them efficiently. Your role will involve assisting customers with queries related to their investments, products, features, etc. through multiple interactions. It is essential for you to acquire in-depth product and process knowledge, keeping track of any changes that may occur. Key Responsibilities: - Assist customers with queries related to their investments, products, features, etc. via calls and chats - Maintain a positive, empathetic, and professional attitude towards customers at all times - Identify and assess customers" needs to achieve satisfaction - Build sustainable relationships and trust with customer accounts through open and interactive communication - Provide accurate, valid, and complete information using the right methods/tools and record all customer interactions - Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution - Follow communication procedures, guidelines, and policies - Take the extra mile to engage customers - Follow the escalation matrix and Service Level Agreement (SLA) to achieve process goals - Gather customer feedback and share with the Product team for improvement - Be flexible to switch roles when needed and support chat to keep business as usual (BAU) activities running smoothly - Be willing to work on rosters, 5 days a week with rotational offs Qualification Required: - 4 or more years of experience in the contact center, preferably in the wealth management industry - Bachelor's degree (or equivalent) - Fluency in English - Ability to speak 2 or more regional languages - Good knowledge of Mutual funds; knowledge of Insurance and Stocks will be an added advantage If you are looking for an opportunity to utilize your customer service skills in a dynamic environment, this role may be the right fit for you.,