Functional Manager-Customer Service

• Manage team and assist them respond to client queries /complaints received via email in a professional and timely manner.
• Address customer grievances, including interacting with team members and customer wherever required to understand the issue and provide timely resolution.
• Ensure guidance to team pertaining to  trading accounts, demat, transactions, settlements, and other brokerage-related services.
• Coordinate with internal teams (operations, compliance, IT, trading desk) to resolve client issues effectively.
• Identify customers’ needs, clarify information, research every issue and provide solutions or alternate options
• Ensure adherence to regulatory and company policies in all client communications.
• Build sustainable relationships and engage customers by taking the extra mile. Keep records of all conversations in our call centre database in a comprehensible way.

Skills of required for the Profile:

• Previous experience in a Call Centre / Email desk role – minimum 6 months
• Strong phone and verbal communication skills along with active listening
• Customer focus and taking ownership on the allotted tasks
• Ability to multi-task, set priorities and manage time effectively

Qualification: Graduate from any skill