Customer Service Associate

Role & responsibilities:

1. Resolve customer Queries, Requests & Complaints (QRCs) on Trading and Demat A/c related products, such as Equity, Derivative Futures & Options, Mutual Fund, Currency & Commodities etc.

2. Answer incoming customer & Branch calls, Emails & Chats.

3. Check on the status of customer accounts and resolve maintenance related queries.

4. Document knowledge as solution articles

5. Review and explain account charges & trade settlement related QRCs.

6. Defuse irate customers & Escalate unresolved issues to relevant internal teams

7. Identify and assess customers’ needs to strive for highest Customer Experience (CX)

8. Ability to Multi-Task and work in a fast-paced, Contact Center environment

9. Provide accurate, valid and complete information by using the right methods/tools.

Preferred candidate profile:

1. Bachelor's degree in finance, banking, economics or relevant subjects.

2. Fresher or Relevant Customer Service experience with Stock broking, Banking or financial Intermediaries will be preferable.

3. Basic knowledge of computers and stock broking systems.

4. Fluency in writing in English and have the fluency in speaking English &Hindi, along with good mathematical skill with keen attention to detail.

5. Sound problem-solving skills to find the root cause of customer issues.

6. Good documentation skills. Proficiency in using Microsoft Excel and Word is an added advantage