Customer Support Specialist

Hem Securities Ltd.; Jaipur; On-site; INR 300,000 - 500,000; Full time

Job summary

Hem Securities Ltd. in Jaipur is hiring Support Executives to handle client queries related to trading, demat, and financial services via calls, emails, and live chat.

Ideal candidates have 2–5 years of voice experience in finance, strong communication in English and Hindi, and the ability to manage multiple channels with a customer-first approach. Training will cover SEBI guidelines and CRM workflows.

Qualifications

• Graduation in any discipline; finance/commerce preferred but not mandatory.
• 2–5 years in customer support or voice processes, finance/BFSI experience preferred.
• Excellent verbal and written communication in English and Hindi.
• Strong email etiquette and live chat handling skills.
• Proficiency in MS Office and CRM tools.

Responsibilities

• Handle inbound/outbound calls for account queries, trading issues, transaction status, and follow-ups.
• Respond to client emails clearly and professionally, ensuring timely closure.
• Manage live chat conversations, multitasking across queries with speed and accuracy.
• Ensure first-call/first-response resolution; escalate complex cases to the right team.
• Log all interactions and complaints accurately in CRM/ticketing systems.
• Coordinate with back-office, dealing, and compliance teams to close queries within TAT.
• Educate clients on products/services (trading account, demat, mutual funds, IPO, PMS).
• Maintain reports on call/email/chat volumes, TAT, and client satisfaction.
• Adhere to SEBI/exchange guidelines and maintain client data confidentiality.

Skills

Customer support

Communication skills

Multitasking

English & Hindi fluency

MS Office

CRM tools

Education

Graduate degree

Tools

MS Excel

CRM software

Job description

We are hiring Support Executives / Senior Support Executives to handle client queries related to trading, demat, and financial services through calls, emails, and live chat. Ideal candidates have prior calling/voice experience (finance/BFSI preferred), strong communication skills, and the ability to manage multiple support channels with a customer-first approach.

• Handle inbound/outbound calls for account queries, trading issues, transaction status, and follow-ups
• Respond to client emails clearly and professionally, ensuring timely closure
• Manage live chat conversations, multitasking across queries with speed and accuracy
• Ensure first-call/first-response resolution; escalat*e* complex cases to the right team
• Log all interactions and complaints accurately in CRM/ticketing systems
• Coordinate with back-office, dealing, and compliance teams to close queries within TAT
• Educate clients on products/services (trading account, demat, mutual funds, IPO, PMS)
• Maintain reports on call/email/chat volumes, TAT, and client satisfaction
• Adhere to SEBI/exchange guidelines and maintain client data confidentiality

Desired Candidate Profile

• Graduate in any discipline (Finance/Commerce preferred, not mandatory)
• 2–5 years in a customer support /voice process; finance/BFSI/broking experience preferred
• Excellent verbal & written communication in English and Hindi
• Strong email etiquette and live chat handling skills
• Comfortable with MS Office and CRM tools
• Good listening skills, patience, and a target-driven attitude