Customer Officer

As a Customer Care Team Lead, your primary responsibility will be to oversee and guide the customer care team in providing exceptional service through various communication channels such as phone, email, and chat. You will be tasked with monitoring service quality and customer satisfaction metrics to identify areas for improvement and implement strategies accordingly. Handling complex or escalated customer issues with efficiency and professionalism will be a key part of your role. Collaborating with other departments to ensure timely resolution of client concerns and designing customer engagement and retention initiatives will also be crucial aspects of your job. It will be essential to maintain full compliance with regulatory requirements and internal service standards at all times. To qualify for this position, you should hold a Bachelor's degree, preferably in Business, Finance, or a related field, and have at least 5 years of experience in customer service management, preferably within a broking, banking, or financial services environment. Strong leadership and team management skills, excellent communication, problem-solving, and interpersonal abilities are essential. A working knowledge of trading platforms, stock market operations, and customer support tools will be advantageous. The role requires the ability to stay composed under pressure and make prompt, effective decisions. The position is located in Ernakulam and is a full-time, permanent opportunity. Benefits include Provident Fund, a day shift schedule, a performance bonus, and fluency in English is preferred. The work location is in person. Join us in this dynamic role where you will lead a team to deliver exceptional customer care and drive engagement and retention initiatives in the financial services sector.,