Customer Service - Voice and Non Voice, Team Lead

 
Role 1- Virtual Assist- Email/Escalations


 
Responsibilities:
 


1. Answer customer questions and respond to customer interactions and providing timely and accurate assistance


2. Escalate complex issues to the relevant departments as necessary.


3. Maintain thorough knowledge of the company's products or services to offer accurate information and support to customers.

 

Role Proficiencies:



Strong working knowledge with MS Excel 


Good communication & Presentation skills


Understanding of Equity markets


Sound Knowledge of monitoring and reporting MIS.


 

 


Role 2- Virtual Assist- Team Lead- Voice/Email/Escalation

 

Responsibilities:



Ensure customer questions are addressed and responded, providing timely and accurate assistance through channel of Calls/Emails


Identify opportunities to enhance internal processes which promote best practice and lead to overall


performance improvement and organisational efficiency.


Co-ordinate the activities of the Customer Service team; provide support and advice to team


members.


Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.


Evaluate customer feedback and identify ways to maximise customer satisfaction.


Ensure that standard operating procedures are documented and maintained.


Produce written reports when required to do so.


Liaison with various teams in ensuring the queries are resolved in timely manner


 

Role Proficiencies:



Strong working knowledge with MS Excel 


Good communication & Presentation skills


Understanding of Equity markets


Sound Knowledge of monitoring and reporting MIS.