We are looking for Customer Service Manager-International Equities with mandatory experience in Equity/Broking industry and willing to work in US shift timings

JOB DESCRIPTION:

1) Ensure action upon customer queries/ complaints/ tickets as per SLA & with proper resolution across all touchpoints- App support/Social media/Mails/Reviews etc. Take ownership on customer issues end to end.

2) Ensure quality responses to customers.

3) Highlight the issues/bugs in any processor application and get the same resolved with responsible teams.

4) Work closely with various functional teams and ensure quick resolution to customer queries\complaints

5) Identify root cause basis customer issues, co-ordinate with various departments & fix the gaps

6) Design, Develop & facilitate training sessions.

7) Continuously update knowledge on various product offering/process and regulatory changes and stay ahead of the curve for quick resolutions.

8) Willing to work as per US Market timings/flexible on week offs.

9) Preparing MIS for ongoing issues/complaints raised by customers/internal teams.

10) Accountable for team performance.

KEY REQUIREMENTS:

Essential Technical Knowledge/ Skills:

1) Minimum 10-15 years- experience. Out of which, latest Experience should be in Customer Service department

2) Hands On experience in CRM software

3) Freshdesk knowledge desirable.

4) Experience in International Equities/ Wealth Management Mandatory

5) Should have good knowledge about all wealth products.

6) Should have good written and verbal communication skills

7) Experience in International Stocks, customer service desk is mandatory

8) Should have managed a team

9) Basic MS Office especially excel required

Other Skill set and Competencies:

1) Maintain positive, empathetic and professional attitude towards customers at all times

2) Good interpersonal skills

3) Should be result oriented

4) Team Management skills

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.