Customer Service Executive

AXIS DIRECT; Navi Mumbai; On-site; INR 300,000 - 450,000; Full time

Job summary

AXIS DIRECT is seeking a customer service professional to handle queries, requests and complaints related to Trading and Demat accounts, including equities, derivatives, mutual funds, currency and commodities.

You will respond to calls, emails and chats, verify account statuses, document solutions, and explain charges or settlements to ensure a smooth customer experience. Fluency in English and Hindi is preferred, with good numerical and Excel/Word skills.

Qualifications

• Bachelor's degree in finance, banking, economics or relevant subjects.
• Fresher or Relevant Customer Service experience with Stock broking, Banking or financial Intermediaries will be preferable.
• Basic knowledge of computers and stock broking systems.
• Fluency in writing in English and have the fluency in speaking English & Hindi, along with good mathematical skill with keen attention to detail.
• Sound problem-solving skills to find the root cause of customer issues.
• Good documentation skills. Proficiency in using Microsoft Excel and Word is an added advantage.

Responsibilities

• Resolve customer Queries, Requests & Complaints (QRC’s) on Trading and Demat A/c related products, such as Equity, Derivative Futures & Options, Mutual Fund, Currency & Commodities etc.
• Answer incoming customer & Branch calls, Emails & Chats.
• Check on the status of customer accounts and resolve maintenance related queries.
• Document knowledge as solution articles
• Review and explain account charges & trade settlement related QRC’s.
• Defuse irate customers & Escalate unresolved issues to relevant internal teams
• Identify and assess customers’ needs to strive for highest Customer Experience (CX)
• Ability to Multi-Task and work in a fast-paced, Contact Center environment
• Provide accurate, valid and complete information by using the right methods/tools.

Skills

Communication skills

Problem solving

Multitasking

Documentation

Attention to detail

Education

Bachelor's degree in finance/banking/economics

Tools

Excel

Word

Job description

Roles & Responsibilities

• Resolve customer Queries, Requests & Complaints (QRC’s) on Trading and Demat A/c related products, such as Equity, Derivative Futures & Options, Mutual Fund, Currency & Commodities etc.
• Answer incoming customer & Branch calls, Emails & Chats.
• Check on the status of customer accounts and resolve maintenance related queries.
• Document knowledge as solution articles
• Review and explain account charges & trade settlement related QRC’s.
• Defuse irate customers & Escalate unresolved issues to relevant internal teams
• Identify and assess customers’ needs to strive for highest Customer Experience (CX)
• Ability to Multi-Task and work in a fast-paced, Contact Center environment
• Provide accurate, valid and complete information by using the right methods/tools.

Preferred Candidate Profile:

• Bachelor's degree in finance, banking, economics or relevant subjects.
• Fresher or Relevant Customer Service experience with Stock broking, Banking or financial Intermediaries will be preferable.
• Basic knowledge of computers and stock broking systems.
• Fluency in writing in English and have the fluency in speaking English & Hindi, along with good mathematical skill with keen attention to detail.
• Sound problem-solving skills to find the root cause of customer issues.
• Good documentation skills. Proficiency in using Microsoft Excel and Word is an added advantage.