US Voice Process Executive (Chennai & Bangalore)

Careernet; Chennai, Bengaluru; On-site; INR 279,000 - 435,000; Full time

Benefits offered by this job

Two way cab facility

Night shift allowance

US shift timings

Job summary

Careernet in Chennai is seeking a customer support professional to assist shareholders with buying and selling shares and handle related inquiries. You will provide operational support under supervision, addressing queries and ensuring service standards are met.

The role requires listening skills, CRM familiarity, and a proactive approach to maintaining quality, security, and compliance while adhering to US shift schedules and day break timings.

Qualifications

• Excellent verbal and telephone communication skills.
• Shift flexibility to work US shifts.
• Experience in a customer service or customer support role
• Ability to meet targets related to accuracy, quality, productivity, and agreed service levels.
• Familiarity with CRM systems and practices.
• Basic understanding of data protection principles and AML.
• Ability to understand customer needs and adapt communication styles.
• Ability to multitask, prioritize responsibilities, and manage time effectively.
• Ability to follow established procedures, policies, and regulatory requirements.
• Willingness to support team members and contribute beyond assigned responsibilities.

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 escalates 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.
• 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.

Skills

Communication skills

Shift flexibility

Customer support experience

Target achievement

CRM knowledge

Data protection & AML

Customer focus

Time management

Compliance & process adherence

Teamwork

Job description

Locations-Chennai, Bangalore

Shifts-US Shift timings

Cab-Two way Cab Facility available

Night Shift allowance also 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 escalates 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.