Customer Experience Executive (Voice process)

Equiniti India; Chennai District; On-site; INR 350,000 - 650,000; Full time

Benefits offered by this job

Extra leaves

CSR leaves

Certification reimbursement

Medical cover

Cab transport

Life cover

Job summary

Equiniti India is seeking a dedicated customer support professional to assist shareholders with buying and selling shares, answering queries, and ensuring adherence to service standards. The role involves handling inbound calls and emails, supporting the team, and maintaining regulatory compliance.

The candidate should have a graduation, be able to work US shifts, and possess CRM knowledge along with a customer-focused mindset.

Qualifications

• Graduation or degree in any field.
• Experience in customer support is preferred.
• Willingness to work US shifts.
• Familiarity with CRM systems and data protection principles.

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 needed.
• Contribute to completing the team workload and improve processes.

Skills

Communication skills

Phone skills

Active listening

CRM systems

Data protection

AML knowledge

Customer focus

Time management

Prioritization

Team collaboration

Education

Graduation/Degree in any field

Job description

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 teams 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 Equinitis 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 companys 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

The candidate should demonstrate the following experience, skills and behaviours:

• Excellent communication skills; Strong phone and verbal communication skills along with active listening.
• Graduation/Degree in any field
• 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

Benefits:

• Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:
• 3 days of additional leaves on & above statutory requirement along with 2 days of voluntary leaves to pursue the CSR initiatives
• Business related certification expense reimbursement
• Comprehensive Medical Assurance coverage for dependents & Parents
• Cab transport for staff working in UK & US shift
• Accidental & Life cover 3 times of concerned CTC