Customer Service Executive

Job Description

Job Title: Customer Service Associate Company profile: A fast growing SEBI registered Fintech with 1Mn+ registered users on the path to becoming a unicorn in the next 2-3 years. With a team size of 550 and growing centers across Mumbai, Noida & Bangalore we are ramping up aggressively for the exciting next phase of growth. Job Summary: We are looking for a highly motivated and customer-focused individual to join our team as a Customer Service Associate. The ideal candidate will be responsible for contacting customers on a daily basis, providing accurate portfolio updates, handling escalation calls, and ensuring a high level of customer satisfaction. A strong knowledge of equity markets is required for this role. Key Responsibilities: Make outbound calls to customers daily to provide portfolio updates, answer queries, and ensure they are well-informed about their investments. Assist customers with any concerns related to their investments, ensuring a seamless experience. Handle escalation calls and manage any complex customer issues in a calm and professional manner. Provide accurate and timely information on portfolio performance, stock movements, and market trends. Record customer interactions and transactions in the CRM system accurately. Stay up-to-date with market developments and share relevant information with clients. Offer proactive solutions to improve customer satisfaction and address their concerns. Collaborate with other departments to resolve issues and ensure the smooth running of operations. Maintain confidentiality and ensure compliance with regulatory standards in handling customer information. Work towards meeting or exceeding performance goals, including customer satisfaction, response time, resolution metrics, number of daily calls and calling hours. Requirements: Proven experience in customer service or a similar role. Strong knowledge of equity markets. Excellent communication and interpersonal skills. Ability to handle escalation calls and resolve complex issues efficiently. Strong problem-solving skills and attention to detail. Ability to work independently and as part of a team. Comfortable working in a fast-paced environment and managing multiple tasks. A customer-centric approach with a focus on delivering an exceptional customer experience. Basic understanding of CRM software and other customer service tools. Location: Lower Parel, Mumbai Working days- Monday to Friday+Last Saturday working only