Customer Service Associate

Job Title: Customer Service Associate

Job Summary: We are looking for a highly motivated and customer-focused individual to join our team as a

Customer Service Associate. The ideal candidate will be responsible for contacting customers on a daily basis, providing accurate portfolio updates, handling escalation calls, and ensuring a high level of customer satisfaction. A strong knowledge of equity markets is required for

this role.

Key Responsibilities:

• Make outbound calls to customers daily to provide portfolio updates, answer queries,and ensure they are well-informed about their investments.
• Assist customers with any concerns related to their investments, ensuring a seamless experience.
• Handle escalation calls and manage any complex customer issues in a calm and professional manner.
• Provide accurate and timely information on portfolio performance, stock movements, and market trends.
• Record customer interactions and transactions in the CRM system accurately.
• Stay up-to-date with market developments and share relevant information with clients.
• Offer proactive solutions to improve customer satisfaction and address their concerns.
• Collaborate with other departments to resolve issues and ensure the smooth running of operations.
• Maintain confidentiality and ensure compliance with regulatory standards in handling customer information.
• Work towards meeting or exceeding performance goals, including customer satisfaction, response time, resolution metrics, number of daily calls and calling.

Requirements:

• Proven experience in customer service or a similar role.

• Strong knowledge of equity markets.

• Excellent communication and interpersonal skills.

• Ability to handle escalation calls and resolve complex issues efficiently.

• Strong problem-solving skills and attention to detail.

• Ability to work independently and as part of a team.

• Comfortable working in a fast-paced environment and managing multiple tasks.

• A customer-centric approach with a focus on delivering an exceptional customer experience.

• Basic understanding of CRM software and other customer service tools.