Associate - Email/Chat Support

Scripbox Advisors Private Limited; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

NPS

Gratuity

Performance-based rewards

Flexible work policies

Learning & development allowance

Career progression opportunities

Job summary

Scripbox Advisors Private Limited in Bengaluru seeks an Email Agent to support customers on investments, mutual funds, and product queries via email. You will build relationships, resolve issues, and maintain up-to-date product knowledge in a fast-paced environment.

Ideal candidates have 2–4 years of contact center experience, hands-on email handling, and a basic understanding of mutual funds. Prior knowledge of insurance or stocks is a plus.

Qualifications

• 2–4 years of experience in a contact center/BPO environment.
• Prior experience handling customer emails.
• Basic knowledge of mutual funds is mandatory.
• Knowledge of insurance and stocks is a plus.

Responsibilities

• Respond to customer queries related to investments, products and features via email.
• Manage multiple email conversations with empathy and professionalism.
• Acquire product/process knowledge and stay updated on changes.
• Maintain timely email tickets and avoid backlogs.
• Escalate and handle complaints until resolution.
• Follow SLA and escalation matrix to meet process goals.
• Coordinate with other departments to close tickets.
• Be flexible to switch roles and support calls and chat as needed.
• Contribute customer feedback to the Product team for improvements.

Skills

Contact center experience

Email handling

Mutual funds knowledge

Insurance knowledge

Stock knowledge

Job description

Scripbox is a leading wealth management company with over 14 years of expertise and more than ₹23,000 crore in assets under management (AUM). We offer a comprehensive suite of wealth management solutions, including Mutual Fund Services (MFS), Registered Investment Advisor (RIA), and Portfolio Management Services (PMS), helping clients achieve their long-term financial goals.

As part of our growth journey, Scripbox has successfully acquired and integrated 10 companies since 2021, expanding our presence across eight office locations. Backed by Series D funding, we continue to scale rapidly, strengthen our wealth management capabilities, and deliver innovative, client-centric investment solutions across India.

Role Overview:

E-mail Agent is a person who provides assistance to customers via email. This role includes developing customer relationships, solving customer issues, promoting products and services, maintaining their job knowledge etc..

Key Responsibilities:

• To assist customers with queries related to their investments, products , features etc via Emails and deal with multiple customers at the same time.
• Acquire required product and process knowledge and keep a track of all the changes
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Handling all the email tickets during the working hours and ensure there are no backlogs
• Handle customer complaints effectively and track them until closure
• Follow the escalation matrix and SLA to achieve process goals
• To manage all daily tasks and duties related to the process with strict compliance to guidelines.
• Coordinate with other departments to get the information required to close the customer tickets
• Extreme dedication, sincerity and willingness to go the extra mile
• Gather customer feedback and share with our Product team for improvement
• Flexible to switch roles when needed and support calls and chat to keep the BAU activities running smoothly.
• Flexible to work on rosters - 5 days a week and rotational offs

Qualification:

Skills:

• 2 - 4 experience in the contact center/BPO industry
• Prior experience of handling emails
• Basic knowledge of Mutual funds is mandatory
• Knowledge of Insurance and Stocks will be an added advantage

What We Offer :

• Competitive salary with comprehensive benefits, including NPS, gratuity, and performance-based rewards that recognize your skills and contributions.
• Performance-based variable pay and incentive programs (role-based), along with additional function-specific benefits where applicable.
• Flexible work policies that support work-life balance while enabling collaboration and productivity.
• Annual learning and development allowance to support your professional growth, continuous learning, and upskilling.
• Clear career progression opportunities with exposure to challenging, high-impact work in a collaborative, inclusive, and innovation-driven environment.