Sr. Executive/Assistant Manager - Customer Services & Quality Control

As a Sr. Executive/Assistant Manager in Customer Services & Quality Control located in Mumbai, your primary focus will be on managing customer support functions to ensure service quality, compliance, and customer satisfaction. Your key responsibilities will include: - Handling functions and SLAs of Customer Support to maintain quality standards. - Acting as the primary point of contact for members and trading participants, addressing and resolving their queries and issues related to trading, technology, and operations promptly and professionally. - Logging, tracking, and managing all incoming queries through various channels such as phone, email, and visits to ensure timely and effective resolution, escalating complex issues to appropriate internal teams when necessary. - Assisting new members with the onboarding and documentation process to provide a smooth and efficient joining experience. - Coordinating inter-department service synchronization, managing CRM entries, emails, and repeat call analysis. - Ensuring data updates, audit SOP preparation, and compliance reporting, providing MIS/process dashboards for monitoring and customer delight, and regularly updating issues/market concerns for management review. The ideal candidate will have a strong exposure to CRM and Call Centre Management, excellent people management and communication skills, and experience in handling audits, compliance, and customer issue resolution. The compensation for this role will be commensurate with experience and industry standards.,