Role 1- Virtual Assist- Email/EscalationsResponsibilities:1. Answer customer questions and respond to customer interactions and providing timely and accurate assistance2. 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/EscalationResponsibilities:
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
Indias trusted, customer centric and leading technology based financial services firm offering holistic financial solutions and services to Indians seeking seamless access to the world of finance. Since our inception in 1995 we have grown into a Full Service Financial Marketplace offering, a bouquet of services, including investing, trading, private wealth management, Mutual Fund Investments, Insurance, Borrowings as well as Issuer and Advisory Services.
We serve over 9.1 million customers comprising retail investors, High Net Worth Individuals, corporates, financial institutions and government in meeting their financial objectives.
We endeavour to deliver advice and solutions that helps you achieve your goals by putting your best interests first. Maintaining our trusted reputation for providing an exemplary level of expertise supreme customer experience, tailored to individual needs, is critical to us.