Customer Relationship Manager

Key Responsibilities Customer Interaction & Resolution:  Respond to inbound calls, emails, live chats, and support tickets promptly, addressing inquiries related to account setup, orders placement, order execution etc.  Escalate complex technical or compliance issues to senior teams while maintaining clear communication with customers.  Achieve resolution within SLA timelines (e.g., 80% of queries resolved in first contact). Sales & Upsell Support:  Identify opportunities to upsell forex products, educate customers on product, process and services during support interactions.  Educate clients on forex fundamentals, risk management, and platform features to enhance their trading confidence. Documentation & Reporting:  Maintain accurate records of customer interactions in our CRM system (e.g., Freshdesk or similar).  Analyse support trends and provide feedback to improve processes, contributing to monthly performance reports. Compliance & Quality Assurance:  Adhere to regulatory guidelines and company policies on data privacy and anti-money laundering.  Participate in quality audits, training sessions, and knowledge-sharing to stay updated on forex market trends. Team Collaboration:  Collaborate with sales, product, and operations teams to resolve cross-functional issues.  Support peak-hour coverage and contribute to maximum customer query resolution. Requirements  Education: Bachelor’s degree in business, Finance, Commerce, or a related field (or equivalent experience).  Experience: 1-2 years in customer support, preferably in fintech, banking, or forex/brokerage services. Freshers with strong communication skills and finance interest are encouraged to apply. Technical Skills:  Proficiency in MS Office, CRM tools (e.g., Freshdesk).  Language Skills: Fluent in English (mandatory); proficiency in Hindi or other regional languages is a plus for serving diverse clients.  Soft Skills: Excellent verbal and written communication, empathy, problem-solving mindset, and ability to handle high-pressure situations with a positive attitude.