Customer Support Specialist

Hem Securities Ltd.; Jaipur; On-site; INR 250,000 - 420,000; Full time

Job summary

Hem Securities Ltd. is 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 in finance/BFSI and strong communication skills. You will manage inbound/outbound calls, respond to emails, handle live chat, log interactions in CRM, coordinate with back-office and compliance teams, and educate clients on products such as trading

Qualifications

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

Responsibilities

• Handle inbound/outbound calls for account queries, trading issues, and transaction status.
• Respond to client emails clearly and professionally for timely closure.
• Manage live chat conversations, multitasking across queries with speed and accuracy.
• Ensure first-call/first-response resolution; escalate complex cases when needed.
• Log all interactions in CRM/ticketing systems accurately.
• 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

Verbal communication

Written communication

MS Office

CRM tools

Multitasking

Attention to detail

English & Hindi proficiency

Education

Bachelor's degree

Tools

CRM systems

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; escalation of 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