US, UK International Voice Process - Customer Experience Executive

Careernet; Chennai, Bengaluru; On-site; INR 201,000 - 357,000; Full time

Benefits offered by this job

Two-way cab facility

Job summary

Careernet in Chennai is seeking a customer support professional to assist shareholders with buy/sell transactions and handle inquiries, operating in US shift timings. The role emphasizes adherence to procedures, quality standards, and regulatory requirements within a fast-paced environment.

Ideal candidates will have strong communication skills, CRM familiarity, and a customer-focused approach, capable of multi-tasking and meeting SLAs while supporting team objectives.

Qualifications

• Excellent verbal and telephone communication skills.
• Willingness and ability to work in US shifts.
• Experience in customer service or support roles.
• Ability to meet targets related to accuracy, quality, productivity and SLAs.
• Familiarity with CRM systems and practices.
• Basic understanding of data protection and AML principles.
• Ability to understand customer needs and adapt communication style.
• Multitasking, prioritising and time management.
• Ability to follow established procedures, policies and regulatory requirements.
• Willingness to support team members and go beyond assigned responsibilities.

Responsibilities

• Handle inbound calls and emails from shareholders, addressing queries within service standards.
• Assist shareholders with share purchase and sale transactions over inbound calls.
• Resolve basic customer queries and escalate complex issues as needed.
• Support the team in completing daily workloads and meeting operational targets.
• Develop operational knowledge and identify opportunities to improve processes and service quality.
• Follow company policies, procedures, quality standards and reporting requirements.

Skills

Communication

Shift flexibility

Customer support

Targets

CRM

Data protection AML

Customer focus

Time management

Compliance

Teamwork

Job description

Locations-Chennai, Bangalore

Shifts-US/UK Shift timings

Cab-Two way Cab Facility available

Role Overview

The role involves assisting shareholders with buying and selling shares in accordance with established procedures and service standards. The candidate will also handle customer queries and provide operational support under appropriate guidance and supervision.

Key Responsibilities

• Handle inbound calls and emails from shareholders, addressing their queries within agreed service standards.
• Assist shareholders with share purchase and sale transactions over inbound calls.
• Resolve basic customer queries and resolve complex issues to senior team members when necessary.
• Support the team in completing daily workloads and meeting operational targets.
• Continuously develop operational knowledge and skills while identifying opportunities to improve processes and service quality.
• Perform additional duties of a similar nature as required.
• Follow company policies, procedures, quality standards, and reporting requirements, ensuring compliance with applicable regulatory and statutory obligations.
• Carry out all responsibilities in accordance with the requirements of the companys regulators.
• Adhere to established physical and information security procedures to protect company and customer information.
• Ensure all activities comply with the applicable quality management system.
• Follow scheduled break timings to maintain operational efficiency and meet Service Level Agreements (SLAs).
• Work according to the designated US business holiday calendar.

Required Skills, Experience, and Competencies

• Communication Skills: Excellent verbal and telephone communication skills, with strong active listening abilities.
• Shift Flexibility: Willingness and ability to work in US shifts.
• Customer Support Experience: Previous experience in a customer service or customer support role
• Target Achievement: Ability to meet targets related to accuracy, quality, productivity, and agreed service levels.
• CRM Knowledge: Familiarity with Customer Relationship Management (CRM) systems and practices.
• Data Protection and AML: Basic understanding of data protection principles and Anti-Money Laundering (AML).
• Customer Focus: Ability to understand customer needs and adapt communication styles to different personalities.
• Time Management: Ability to multitask, prioritize responsibilities, and manage time effectively.
• Compliance and Process Adherence: Ability to follow established procedures, policies, and regulatory requirements.
• Teamwork: Willingness to support team members and contribute beyond assigned responsibilities.