Customer Engagement Specialist

Job Description: Customer Engagement Specialist

Location: Gurugram

Employment Type: Full-time

Department: Customer Support

Languages Known: English, Kannada, Malayalam, and Tamil. Proficiency in at least one regional language is mandatory.

Job Summary

We are seeking a proactive and customer-centric Customer Support Executive to join our investment platform. The role involves assisting customers with account-related queries, onboarding, KYC processes, platform navigation, transaction-related concerns, and general product support while delivering a seamless customer experience. The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and a keen interest in financial services and investment products.

Key Responsibilities

• Respond to customer inquiries through multiple support channels, including inbound and outbound calls, email, chat, and other communication platforms.
• Provide end-to-end customer support for account opening, onboarding, KYC verification, login issues, profile updates, and pre- and post-investment-related queries or concerns.
• Assist customers with platform navigation, product-related information, and account functionalities while adhering to approved support guidelines.
• Educate customers on platform features, processes, and services
• Identify and escalate complex, sensitive, or unresolved customer issues to the relevant internal teams for timely resolution.
• Coordinate with internal teams such as Operations, Compliance, Product, and Technology teams to resolve customer concerns.
• Follow up with customers to ensure timely resolution and maintain a positive customer experience.
• Maintain a strong understanding of company products, processes, policies, and regulatory requirements.
• Ensure compliance with internal processes, data privacy guidelines, and industry standards.
• Meet defined service levels, productivity targets, quality standards, and customer satisfaction goals.

Qualifications

• Bachelor's degree in any discipline (Commerce, Finance, Business Administration, or related fields preferred).
• 15 years of experience in customer support, preferably in fintech, banking, broking, or investment services.
• Freshers with strong communication skills and an interest in financial markets may also be considered.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Good analytical and problem-solving abilities.
• Basic understanding of investment products such as, bonds or fixed-income products is preferred.
• Familiarity with KYC/AML processes and financial services operations is an advantage.
• Ability to multitask and work efficiently in a fast-paced environment.High attention to detail and commitment to accuracy.
• Ability to handle confidential customer information with professionalism and integrity.

Preferred Attributes

• Interest in financial markets and investment products.
• Ability to explain financial concepts in a simple and customer-friendly manner.
• Calm, empathetic, and solution-oriented approach to customer interactions.