Customer Support Executiv

Recex Pvt Ltd.; Navi Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Recex Pvt Ltd. in Navi Mumbai is seeking a customer support executive with 1–2 years in stock broking to own customer queries from initiation to resolution across calls, emails, chats, and tickets.

You will resolve queries on trading & Demat, equities, F&O, mutual funds, IPOs, and back-office operations, maintain CRM records, and follow regulatory guidelines. Strong English/Hindi, problem-solving, empathy, and ownership are essential.

Qualifications

• 1–2 years stock broking industry experience required.
• Strong understanding of Equity, F&O, Commodity & Currency markets and related accounts.
• Excellent verbal and written communication in English and Hindi.

Responsibilities

• Handle customer queries via calls, emails, chats, and tickets with professionalism.
• Provide prompt, accurate resolutions and ensure high-quality customer experience.
• Take end-to-end ownership of customer concerns and resolve within defined TATs.
• Resolve queries related to Trading & Demat Accounts, Equity, F&O, Commodity & Currency, Mutual Funds & IPOs, Corporate Actions, Funds & Ledger, reports & back-office operations, and digital platforms.
• Coordinate with internal teams and proactively follow up until resolution.
• Guide customers on digital platforms, products, processes, and self-service options.
• Maintain accurate records in CRM/ticketing systems.
• Follow policies, regulatory guidelines, compliance, and quality standards.
• Identify recurring issues and feedback for process/product improvements.
• Build long-term customer relationships through personalized and reliable service.

Skills

Stock broking exp

English & Hindi comms

Ownership & empathy

CRM/ticketing experience

MS Office

Tools

CRM/Ticketing tools

MS Office

Job description

The ideal candidate should have 1–2 years of experience in the stock broking industry, a good understanding of trading and investment products, and the ability to take complete ownership of customer queries from initiation to resolution.

Key Responsibilities

• Handle customer queries through calls, emails, chats, and support tickets with professionalism and empathy.
• Provide prompt, accurate, and effective resolutions while ensuring a high-quality customer experience.
• Take end-to-end ownership of customer concerns and ensure resolution within defined TATs.
• Resolve queries related to:
• Trading & Demat Accounts
• Equity, F&O, Commodity & Currency
• Mutual Funds & IPOs
• Corporate Actions
• Funds, Holdings & Ledger
• Reports and Back-office Operations
• Digital Trading Platforms and related processes
• Coordinate with internal teams and proactively follow up until the customer's concern is completely resolved.
• Guide customers on digital platforms, products, processes, and self-service options.
• Maintain accurate records of customer interactions in CRM/ticketing systems.
• Follow company policies, regulatory guidelines, compliance requirements, and quality standards.
• Identify recurring customer issues and provide feedback to relevant teams for process and product improvement.
• Build positive and long-term customer relationships through personalized and reliable service.

Required Skills & Qualifications

• 1–2 years of experience in the Stock Broking industry is mandatory.
• Strong understanding of:
  • Equity, F&O, Commodity & Currency Markets
  • Trading & Demat Accounts
  • CDSL / NSDL processes
  • IPOs and Corporate Actions
  • Funds, Holdings, Ledger and Back-office Operations
• Excellent verbal and written communication skills in English and Hindi.
• Strong customer-handling, problem-solving, and conflict-resolution skills.
• Ability to remain calm, patient, and empathetic while handling difficult customer situations.
• Good analytical skills with strong attention to detail.
• Basic knowledge of MS Office and CRM/Ticketing tools.

Preferred Qualifications

• NISM Certification will be an added advantage.
• Prior experience in customer support with a stock broker, fintech, NBFC, or financial services organization will be an advantage.

What We’re Looking For

We are looking for someone who:

• Has a strong customer-first mindset.
• Takes ownership and accountability for customer issues.
• Has excellent listening and communication skills.
• Demonstrates empathy, patience, and professionalism.
• Is proactive and solution-oriented.
• Can work effectively in a fast-paced and dynamic environment.
• Is passionate about creating a superior customer experience.