Customer Experience Executive

Equiniti; Chennai; On-site; INR 450,000 - 650,000; Full time

Job summary

Equiniti India seeks a Customer Experience Executive to support shareholders with buy/sell inquiries and service queries from our Chennai office. You will handle inbound calls and emails, ensuring accuracy and adherence to service standards while working a US shift schedule.

Collaborating with cross-functional teams across the US/UK, you will help protect data, follow AML guidelines, and contribute to process improvements while maintaining a strong customer focus and high quality of service.

Qualifications

• Excellent communication skills and strong verbal communication with active listening.
• Able to work in US shifts.
• Proven experience in a customer support role.
• Meeting targets for accuracy, quality, volume and service levels.
• Familiarity with CRM systems and practices.
• Basic understanding of data protection principles and AML knowledge.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Adherence to procedures and regulations.
• Willingness to contribute to the team beyond own tasks.

Responsibilities

• Answer inbound calls and emails from Shareholders and assist with queries.
• Assist shareholders to buy or sell shares within service standards.
• Refer complex queries to senior colleagues when appropriate.
• Contribute to the team’s workload and improve processes.
• Ensure compliance with Equiniti procedures and regulatory requirements.
• Work within security arrangements and quality systems.
• Follow US business holiday calendar and SLAs.

Skills

Communication skills

Phone communication

Active listening

Time management

Multitasking

Customer service experience

US shift suitability

Adherence to procedures

Team collaboration

Tools

CRM systems

Job description

Management Level

I

Customer Experience Executive

Team : CEC - US Reports to: Team Leader

Role

To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction. Also supporting customer queries.

Business Function

EQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.

Core Duties and Responsibilities

• Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards.
• Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards.
• Respond to basic queries referring to senior colleagues where appropriate.
• Contribute to the completion of the team’s workload.
• Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service.
• Undertake duties at a similar level as required.
• Ensure compliance with Equiniti’s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times.
• Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators.
• Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.
• Ensure that all work is undertaken within the quality system.
• Ensure that work and ethics comply with all security arrangements both physical and information.
• Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.
• You will be following the respective US business holiday calendar.

Competencies and Experience

• Excellent communication skills; Strong phone and verbal communication skills along with active listening.
• Should be able to work in US shifts.
• Proven experience in a customer support role
• Meeting targets for accuracy, quality, volume and agreed service levels
• Familiarity with CRM systems and practices
• Basic understanding of data protection principles and knowledge in AML
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Adherence to procedures and regulations.
• Demonstrate willingness to contribute to team beyond own immediate tasks

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.