Customer Support Executive

Customer Service and Support Executive

Marwadi Shares and Finance Limited.

Marwadi was established in 1992 at Rajkot, Gujarat. It is a well-diversified group into Financial Services, Education and Solar energy. Currently employing more than 2000 employees as a Group Marwadi Financial Services is the financial services arm of the Marwadi Group and is having 800 plus employees across 104 locations around Gujarat and neighboring states. There are also in excess of 1450 franchisees as a part of our network. Leveraging the network and our world class product and services we have a 4.1L customer base.

Job Purpose:

The company is looking for an experienced and enthusiastic customer support executive to serve our internal and external clientele. The candidate will be a part of the customer support team and will report to the Manager of Customer Support. The key duties of the profile will be to handle clients queries and provide appropriate solutions with effective communication skills, prepare reports, and ability to use software solutions. The candidate should have a typing speed of 20-25 WPM (word per minute).

Requirements:

● Qualification: Commerce Graduate, NISM certified preferred

● Experience: 0 to 1

● Location: Rajkot (HO)

Responsibilities:

● Answer calls professionally to provide information about products and services, take/ cancel orders if required, or obtain details of complaints

● Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms, and applications

● Follow up to ensure that appropriate actions were taken on customers' requests

● Refer unresolved customer grievances or special requests to designated departments for further investigation

● Resolve customer complaints via phone, email, mail, or social media. Use telephones to reach out to customers and verify account information

● Greet customers warmly and ascertain problems or reasons for calling. Assist with the placement of orders, refunds, or exchanges

● Ensure Customer Satisfaction

● Share innovative ideas in the form of kaizen regularly to improve processes and service for our customers

● First call resolution/Issue Resolution

● Prepare MIS reports, take additional administrative duties assigned for the smooth functioning of the Customer support department

●Possess the ability to handle work pressure and deliver excellent customer service during a crisis situation

● Candidate should have knowledge of basic MS office and should be able to work on CRM systems

Skills:

● Proficient knowledge of MS Excel, PowerPoint, Word software.

● Excellent written and verbal communication skills.

● Problem Solving or Analysis skill.

● Should be Accurate and responsible

Personality:

● Careful and diligent even meticulous with a good dose of common sense

● Efficient, effective, and organized in both physical and digital words

● Modestly confident and also personable, good-humored and trustworthy

● Informal but 100% professional while respecting traditional courtesy and good manners.