Equity experience required

JOB DESCRIPTION :

1. Action upon customer queries/ complaints/ tickets as per SLA & with proper resolution. Take ownership on customer issues end to end.

2. Respond to the customer queries on as per the defined TAT.

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. Action on Customer requests via mails/social media, reviews etc.

6. Create a Knowledge bank and Ensure - quick kill .

7. Take customer feedback on query resolution and improve the overall process

8. Maintain quality score cards.

9. Create FAQ's for Service functions

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

11. Flexible to work on Weekend Shifts if required

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

KEY REQUIREMENTS :

Essential Technical Knowledge/ Skills :

- Minimum 2-4 years- experience. Out of which, latest Experience should be in Customer Service department

- Hands On experience in any CRM software

- Experience in Financial service or wealth management organizations are highly desirable.

- NCFM /NISM certification in dealer module/ MF module or any other modules are highly desirable

- Should have good Written and Verbal communication skills

- Experience in Broking Branch operations, Equity, customer service desk is mandatory

- Social Media exposure preferable

Qualifications and Experience :

- Should be a graduate.

- Should have 1-2 years of experience in the customer service functions

- Basic knowledge of MS office, Especially Word and Excel

- NISM/ NCFM certifications are an added advantage

Other Skill set and Competencies :

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

- Good interpersonal skills

- Should be result oriented

- Good understanding of Excel and Word.

Interested candidates can share the profiles 

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