Customer Relationship Management Specialist

We are seeking a highly skilled and experienced Customer Service Representative to join our team. The successful candidate will have a strong background in the broking industry, with 3-5 years of broking experience providing exceptional customer service to clients. The ideal candidate will be fluent in multiple languages, including [Hindi]. As a key member of our customer service team, you will be responsible for resolving customer inquiries and issues in a timely and professional manner, while maintaining a high level of customer satisfaction and loyalty.

Responsibilities:

• Respond to customer inquiries and resolve issues in a timely and professional manner, both verbally and in writing
• Provide accurate and timely information to customers regarding products and services offered by our company
• Identify and escalate complex customer issues to senior management or other relevant teams as needed
• Develop and maintain relationships with customers to increase customer satisfaction and loyalty
• Maintain accurate records of customer interactions and communications
• Collaborate with internal teams to resolve customer issues and improve overall customer experience
• Stay up to date with industry developments and market trends to provide expert-level knowledge to customers
• Meet or exceed performance metrics, including first call resolution, customer satisfaction, and average handle time.

Requirements:

• 3-5 years of experience in the broking industry, preferably in a customer-facing role
• Fluency in multiple languages, including
• Strong communication and interpersonal skills, with the ability to effectively communicate with customers and internal teams
• Excellent problem-solving and analytical skills, with the ability to think critically and make sound decisions
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Proficiency in MS Office, particularly Excel and Word
• Strong attention to detail and organizational skills, with the ability to maintain accurate records and follow up on tasks.

Preferred Qualifications:

• Bachelor's degree in business administration, Marketing, or related field
• Experience with CRM software.
• Knowledge of industry-specific regulations and compliance requirements
• NISM/SORM Certification