Customer Officer

As a Customer Care Team Lead, your primary role will be to oversee and guide the customer care team to provide exceptional service through various communication channels like phone, email, and chat. You will be responsible for 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 crucial. Key Responsibilities: - Oversee and guide the customer care team to deliver exceptional service through phone, email, and chat. - Monitor service quality and customer satisfaction metrics to identify areas for improvement. - Handle complex or escalated customer issues with efficiency and professionalism. - Collaborate with other departments to ensure timely resolution of client concerns. - Design customer engagement and retention initiatives. - Maintain full compliance with regulatory requirements and internal service standards. Qualifications Required: - Bachelor's degree in Business, Finance, or a related field. - Minimum of 5 years of experience in customer service management, preferably in broking, banking, or financial services. - Strong leadership and team management skills. - Excellent communication, problem-solving, and interpersonal abilities. - Working knowledge of trading platforms, stock market operations, and customer support tools is advantageous. The position is located in Ernakulam and offers Provident Fund, a day shift schedule, a performance bonus, and fluency in English is preferred. The work location is in person.,