Customer Engagement Specialist

Oxyzo Financial Services Pvt. Ltd.; India; Sur place; INR 1 200 000 - 2 400 000; Plein temps

Résumé du poste

Oxyzo Financial Services Pvt. Ltd.

in Gurugram seeks a proactive Customer Engagement Specialist to assist customers with account queries, onboarding, KYC, and platform navigation, delivering a seamless experience. You'll respond across calls, email, chat and other channels, guide users through onboarding and product features, escalate complex issues, coordinate with Operations, Compliance, Product and Tech, and uphold data privacy and service standards.

Qualifications

• Bachelor's degree in any discipline (Commerce, Finance, Business Administration, or related fields preferred).
• 15 years of experience in customer support, preferably in fintech, banking, broking, or investment services.
• Freshers with strong communication skills and an interest in financial markets may also be considered.

Responsabilités

• Respond to customer inquiries through multiple support channels, including inbound and outbound calls, email, chat, and other communication platforms.
• Provide end-to-end customer support for account opening, onboarding, KYC verification, login issues, profile updates, and pre- and post-investment-related queries or concerns.
• Assist customers with platform navigation, product-related information, and account functionalities while adhering to approved support guidelines.
• Educate customers on platform features, processes, and services
• Identify and elevate complex, sensitive, or unresolved customer issues to the relevant internal teams for timely resolution.
• Coordinate with internal teams such as Operations, Compliance, Product, and Technology teams to resolve customer concerns.
• Follow up with customers to ensure timely resolution and maintain a positive customer experience.
• Maintain a strong understanding of company products, processes, policies, and regulatory requirements.
• Ensure compliance with internal processes, data privacy guidelines, and industry standards.
• Meet defined service levels, productivity targets, quality standards, and customer satisfaction goals.

Connaissances

Verbal communication

Written communication

Customer service

Analytical skills

Problem solving

Multitasking

Attention to detail

Data privacy

Ethical handling

Formation

Bachelor's degree

Commerce/Finance background

Finance/Investment knowledge

Description du poste

Job Description: Customer Engagement Specialist

Location: Gurugram

Employment Type: Full-time

Department: Customer Support

Languages Known: English, Kannada, Malayalam, and Tamil. Proficiency in at least one regional language is mandatory.

Job Summary

We are seeking a proactive and customer-centric Customer Support Executive to join our investment platform. The role involves assisting customers with account-related queries, onboarding, KYC processes, platform navigation, transaction-related concerns, and general product support while delivering a seamless customer experience. The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and a keen interest in financial services and investment products.

Key Responsibilities

• Respond to customer inquiries through multiple support channels, including inbound and outbound calls, email, chat, and other communication platforms.
• Provide end-to-end customer support for account opening, onboarding, KYC verification, login issues, profile updates, and pre- and post-investment-related queries or concerns.
• Assist customers with platform navigation, product-related information, and account functionalities while adhering to approved support guidelines.
• Educate customers on platform features, processes, and services
• Identify and elevate complex, sensitive, or unresolved customer issues to the relevant internal teams for timely resolution.
• Coordinate with internal teams such as Operations, Compliance, Product, and Technology teams to resolve customer concerns.
• Follow up with customers to ensure timely resolution and maintain a positive customer experience.
• Maintain a strong understanding of company products, processes, policies, and regulatory requirements.
• Ensure compliance with internal processes, data privacy guidelines, and industry standards.
• Meet defined service levels, productivity targets, quality standards, and customer satisfaction goals.

Qualifications

• Bachelor's degree in any discipline (Commerce, Finance, Business Administration, or related fields preferred).
• 15 years of experience in customer support, preferably in fintech, banking, broking, or investment services.
• Freshers with strong communication skills and an interest in financial markets may also be considered.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Good analytical and problem-solving abilities.
• Basic understanding of investment products such as, bonds or fixed-income products is preferred.
• Familiarity with KYC/AML processes and financial services operations is an advantage.
• Ability to multitask and work efficiently in a fast-paced environment.High attention to detail and commitment to accuracy.
• Ability to handle confidential customer information with professionalism and integrity.

Preferred Attributes

• Interest in financial markets and investment products.
• Ability to explain financial concepts in a simple and customer-friendly manner.
• Calm, empathetic, and solution-oriented approach to customer interactions.