Customer Service Representative

Fidelity International; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Comprehensive benefits package

Flexible working options

Job summary

Fidelity International in Gurgaon is seeking a Customer Service Representative to be a vital first-line support, helping clients manage their investments and respond to inquiries from incoming correspondence. You will learn and grow daily, gaining skills to support clients and the business.

This role involves handling a wide range of client and colleague queries, processing requests, resolving issues at first contact, and explaining Fidelity products and tools while ensuring quality standards

Qualifications

• Solid experience in a customer service environment, ideally finance-related.
• Excellent writing skills for clear and accurate responses to queries.
• Enjoy engaging with people and solving problems.
• Proactive and positive team player with strong attention to detail.
• Resilience to handle challenging situations and adapt to business needs.

Responsibilities

• Handle and resolve a wide range of queries from clients and colleagues.
• Process requests and manage or escalate complaints as needed.
• Craft clear, accurate letters and emails to respond to inquiries.
• Explain Fidelity products and services and help clients use tools effectively.
• Escalate to the appropriate person to protect clients from risk or fraud.
• Own customer interactions to ensure issues are resolved in line with targets and quality standards.

Job description

About the Opportunity

Job Type: Permanent Application Deadline: 30 September 2026 Job Description Title Customer Service Representative Department Client Services Location Gurgaon Reports to Assistant Manager/Manager - Customer Relations Level 1

About your role

A vital source of first-line support, you’ll help our clients manage their investments and save for the futures they want, mostly through responding to their queries from incoming correspondence. You’ll learn and grow every day – gaining the skills and knowledge you need to:

• Handle and resolve a wide range of queries from an equally wide range of clients – and colleagues too
• Process requests and manage or escape any complaints
• Make every letter and email a positive and helpful experience
• Explain our products and services, while making sure our clients can get the best out of our tools
• Quickly and efficiently escape risk, potential fraud, or vulnerable customer situations, ensuring escalation to the appropriate person
• Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business
• Ensure performance is in line with agreed goals and targets, such as maintaining quality standards, resolving the query correctly on the initial interaction

About you

Eager to grow your knowledge and your career, you’ll fit right in. You’ll succeed because you:

• Have solid experience in a customer service environment – ideally finance-related
• As you will mostly be handling incoming correspondence queries, you will have excellent writing skills and be able to create clear and accurate responses
• Enjoy engaging with people
• Have excellent problem-solving skills and a good attention to detail
• Be a proactive and positive team player with a desire to improve knowledge across the department
• Take personal ownership of your own development, using dedicated personal development time effectively
• Have the resilience to deal with challenging situations
• Have the flexibility to support other teams based on the business needs

Mandatory Requirement

As a firm supporting activities linked to Fidelity’s UK-regulated business, FIL India applies high internal standards to ensure that our employees achieve and maintain the minimum competency as determined by us to discharge their responsibilities. Therefore, your continuity in this role depends upon achieving the required competency within 48 months from your official joining date. The criteria are to pass a specific exam, complete mandatory training as assigned, and continuously display the desired behaviours and skills expected from the role holder. The company will provide reasonable support in the achievement of the qualification. You are encouraged to discuss this with the hiring manager for additional details.

Feel rewarded For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.