Customer Service

Equentis Wealth Advisory; Mumbai; On-site; INR 350,000 - 500,000; Full time

Job summary

Equentis Wealth Advisory is seeking a Customer Service Associate to engage with clients, provide portfolio updates, and handle escalation calls with a focus on delivering exceptional customer experiences. The role requires strong knowledge of equity markets, excellent communication, and the ability to work effectively in a fast-paced environment.

You will contribute to high customer satisfaction by resolving issues, keeping clients informed about investments, and collaborating with internal

Qualifications

• 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.
• Customer-centric approach with focus on delivering exceptional customer experience.

Responsibilities

• Make outbound calls to customers daily to provide portfolio updates and answer queries.
• Assist customers with concerns related to their investments for a seamless experience.
• Handle escalation calls and manage complex customer issues calmly and professionally.
• Provide accurate information on portfolio performance, stock movements, and market trends.
• Record customer interactions and transactions in the CRM system accurately.
• Stay updated with market developments and share relevant information with clients.
• Collaborate with other departments to resolve issues and ensure smooth operations.
• Maintain confidentiality and comply with regulatory standards in handling customer information.
• Work towards meeting or exceeding performance goals such as customer satisfaction and response time.

Skills

Customer service

Communication

Equity markets knowledge

Problem solving

Teamwork

Tools

CRM software

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.

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.