Associate - Email/Chat Support

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

Benefits offered by this job

Flexible work policies

Learning & development allowance

Career progression opportunities

NPS/gratuity benefits

Job summary

Scripbox in Bengaluru is seeking an E-mail Agent to assist customers with investments via email, build relationships, promote products, and keep knowledge up to date. You will handle multiple tickets and collaborate with other teams while maintaining a courteous, proactive approach.

The role emphasizes fast resolution and adherence to SLA, with a focus on mutual funds, insurance, and stocks. A 5-day roster is expected in a dynamic, growth‑oriented environment.

Qualifications

• Experience in contact center/BPO (2-4 years) is required.
• Prior experience handling emails.
• Basic knowledge of Mutual funds is mandatory.
• Knowledge of Insurance and Stocks is an added advantage.

Responsibilities

• Assist customers with queries related to investments via emails and manage multiple tickets.
• Acquire required product and process knowledge and stay updated on changes.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Handle email tickets during 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.
• Manage daily tasks with strict compliance to guidelines.
• Coordinate with other departments to close tickets.
• Show dedication, sincerity and willingness to go the extra mile.
• Gather customer feedback and share with Product team for improvement.
• Be flexible to switch roles and support calls and chat to keep BAU activities running.

Skills

Contact center/BPO experience

Email handling

Mutual funds knowledge

Insurance 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.