Customer Relationship Manager

Equentis Wealth Advisory; Mumbai; On-site; INR 280,000 - 420,000; Full time

Job summary

Equentis Wealth Advisory seeks a Customer Service Associate in Mumbai to contact customers daily, provide portfolio updates, and handle escalation calls with accuracy and timeliness.

A strong knowledge of equity markets and excellent communication are essential as you collaborate across departments to ensure satisfaction and regulatory compliance. This is a fast-paced role with multiple tasks and a customer-centric focus.

Qualifications

• Proven experience in customer service or similar role.
• Strong knowledge of equity markets.
• Excellent communication and interpersonal skills.
• Ability to handle escalation calls and resolve complex issues efficiently.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Comfortable working in a fast-paced environment and managing multiple tasks.
• A customer-centric approach with a focus on delivering an exceptional customer experience.
• Basic understanding of CRM software and other customer service tools.

Responsibilities

• Make outbound calls to customers daily to provide portfolio updates, answer queries, and ensure they are well-informed about their investments.
• Assist customers with any concerns related to their investments, ensuring a seamless experience.
• Handle escalation calls and manage any complex customer issues in a calm and professional manner.
• Provide accurate and timely information on portfolio performance, stock movements, and market trends.
• Record customer interactions and transactions in the CRM system accurately.
• Stay up-to-date with market developments and share relevant information with clients.
• Offer proactive solutions to improve customer satisfaction and address their concerns.
• Collaborate with other departments to resolve issues and ensure the smooth running of operations.
• Maintain confidentiality and ensure compliance with regulatory standards in handling customer information.
• Work towards meeting or exceeding performance goals, including customer satisfaction, response time, resolution metrics, number of daily calls and calling hours.

Skills

Equity markets knowledge

Communication skills

Interpersonal skills

Problem solving

Attention to detail

Teamwork

Independent work

Multitasking

Tools

CRM software

Customer service tools

Job description

Job Title: Customer Service Associate
Job Summary:
We are looking for a highly motivated and customer-focused individual to join our team as a
Customer Service Associate. The ideal candidate will be responsible for contacting customers
on a daily basis, providing accurate portfolio updates, handling escalation calls, and ensuring
a high level of customer satisfaction. A strong knowledge of equity markets is required for
this role.
Key Responsibilities:

• Make outbound calls to customers daily to provide portfolio updates, answer queries, and ensure they are well-informed about their investments.
• Assist customers with any concerns related to their investments, ensuring a seamless experience.
• Handle escalation calls and manage any complex customer issues in a calm and professional manner.
• Provide accurate and timely information on portfolio performance, stock movements, and market trends.
• Record customer interactions and transactions in the CRM system accurately.
• Stay up-to-date with market developments and share relevant information with clients.
• Offer proactive solutions to improve customer satisfaction and address their concerns.
• Collaborate with other departments to resolve issues and ensure the smooth running of operations.
• Maintain confidentiality and ensure compliance with regulatory standards in handling customer information.
• Work towards meeting or exceeding performance goals, including customer satisfaction, response time, resolution metrics, number of daily calls and calling hours.

Requirements:

• Proven experience in customer service or a similar role.
• Strong knowledge of equity markets.
• Excellent communication and interpersonal skills.
• Ability to handle escalation calls and resolve complex issues efficiently.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Comfortable working in a fast-paced environment and managing multiple tasks.
• A customer-centric approach with a focus on delivering an exceptional customer experience.
• Basic understanding of CRM software and other customer service tools.