Customer Support Executive

Bonanza Portfolio Limited; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Bigul & Bonanza is seeking a Customer Support Executive who is customer-centric, empathetic, solution-oriented, and passionate about delivering an exceptional customer experience.

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.

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
• IPOs and Corporate Actions
• CDSL / NSDL processes
• Funds, Holdings, Ledger and Back-office Operations
• Excellent verbal and written communication skills in English and Hindi

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, Reports and Back-office Operations.
• 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 for process and product improvements.
• Build positive and long-term customer relationships through personalized and reliable service.

Skills

Customer-first mindset

Ownership

Communication skills (English & Hindi)

Empathy

Problem-solving

Conflict-resolution

MS Office

CRM/Ticketing tools

Tools

CRM/Ticketing tools

MS Office

Job description

At Bigul & Bonanza, customer satisfaction is at the heart of everything we do. We are looking for a Customer Support Executive who is customer-centric, empathetic, solution-oriented, and passionate about delivering an exceptional customer experience.

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
• 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.

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.

At Bigul & Bonanza, we don't just resolve customer queries—we build trust and create lasting customer experiences.

If you have experience in stock broking customer support and are passionate about helping customers, we'd love to hear from you.

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.
• Candidates proficient in Tamil, Telugu, or Kannada will be preferred.
• Prior experience in customer support with a stock broker, fintech, NBFC, or financial services organization will be an advantage.