Key Responsibilities:

Customer Support & Issue Resolution:

- Handle customer complaints and complex service issues in a professional manner.

- Ensure that all customer inquiries and issues are resolved in a timely and satisfactory manner.

- Monitor and analyze customer service trends and adjust processes as needed.

Process Improvement:

- Identify areas for improvement in customer service processes and implement enhancements.

- Develop strategies to improve customer satisfaction and loyalty.

Reporting & Analysis:

Prepare and present regular reports on customer service metrics, including response times, resolution times, customer satisfaction scores, and other KPIs. Analyze customer feedback and trends to inform operational decisions and improvements.

Cross-Functional Collaboration:

- Work closely with Finance and Sales Teams to stay informed about company offerings, new products, or updates that could impact customers.

- Communicate customer insights and feedback to relevant teams to inform business decisions. Collaborate with other departments to resolve customer concerns related to products, services, or policies.

- Ensure all customer service policies and procedures are followed accurately and consistently.

Maintain Customer Relationship Management (CRM) System:

- Ensure accurate and timely entry of customer information, inquiries, and resolutions in the CRM system.

- Leverage CRM data to identify customer patterns, predict needs, and improve overall service delivery.

Qualifications:

Education:

- Post-Graduate in Finance such as CFA / MBA / CA. Bachelor's degree in Business

- Administration, Communications, or a related field.

Experience :

- 5+ years of experience in customer service, with 2+ years in a Financial Service Industry.

- Any proven experience of driving customer satisfaction will be preferred. Strong understanding of customer service software, CRM tools, and ticketing systems.

Skills & Competencies:

- Excellent communication, interpersonal, and leadership skills.

- Strong problem- solving abilities and a customer-centric mindset. Ability to handle high-pressure situations and manage multiple priorities. Analytical mindset with the ability to interpret data and make data-driven decisions.

- High attention to detail and a commitment to quality. Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and customer service software.