Executive - Customer Services (Trade Help Desk)

Job Purpose

• Responsibilities include maintaining the quality of the various projects assigned.

Key Result Areas

• Respond to calls and emails from members regarding trading-related inquiries, including membership, compliance, order placement, and execution.
• Provide proactive support during market hours and special trading sessions including mock sessions.
• Ensure customer interactions align with SEBI directives and NCDEX guidelines.
• Escalate unresolved issues to relevant departments and follow up to ensure closure.
• Prioritize member satisfaction by delivering courteous, solution-oriented support that reflects the organization's commitment to service excellence.

On-boarding members:

• Assisting/handholding members in on-boarding for new segment
• Provide guidance on platform features, updates, and troubleshooting.
• Execute back office processes related to member and AP on-boarding with accuracy and within defined timelines.

Adherence to Departmental SOPs:

• Ensuring that the all processes defined in SOP are adhered too.
• Support to improvise existing departmental processes
• Conducting testing of application as and when required.

Record keeping:

• Maintain records of customer interaction and transactions, details of inquiries, complaints and comments as well as actions taken for audit purposes.
• Handling emails queries/inquiries & resolving the assigned emails within the TAT.

Maintaining Quality Standards:

• Maintain high standards in call and email communication by adhering to tone, language, and resolution protocols defined by the organization
• Continuously strive to improvise the performance based on feedback from supervisors and quality check

Self-Development:

• Ensure up-to-date understanding of trading processes, compliance norms, and platform functionalities to provide correct and timely information to members.
• Attending regular training sessions and refresher modules to stay aligned with evolving quality benchmarks and regulatory updates
• Undertaking any ad-hoc tasks assigned to the department

Preferred Profile: -

• Any Graduate

Experience

• 1 to 3 years of relevant experience with broking house or Exchanges
• Knowledge of Equity markets (for eg. majorly related to connectivity or application/software related)

Skills Required

• Good communication skills
• Good interpersonal skills
• Effective problem Solving Skills

Functional Competencies required

• Effective communication and attentiveness
• Knowledge and understanding of Exchange ecosystem and operations
• Self-motivated and able to work with large groups of persons working in the organization