Customer Support Specialist

Job Summary

We are hiring Support Executives / Senior Support Executives to handle client queries related to trading, demat, and financial services through calls, emails, and live chat. Ideal candidates have prior calling/voice experience (finance/BFSI preferred), strong communication skills, and the ability to manage multiple support channels with a customer-first approach.

Key Responsibilities (KRAs)

• Handle inbound/outbound calls for account queries, trading issues, transaction status, and follow-ups
• Respond to client emails clearly and professionally, ensuring timely closure
• Manage live chat conversations, multitasking across queries with speed and accuracy
• Ensure first-call/first-response resolution; escalate complex cases to the right team
• Log all interactions and complaints accurately in CRM/ticketing systems
• Coordinate with back-office, dealing, and compliance teams to close queries within TAT
• Educate clients on products/services (trading account, demat, mutual funds, IPO, PMS)
• Maintain reports on call/email/chat volumes, TAT, and client satisfaction
• Adhere to SEBI/exchange guidelines and maintain client data confidentiality

Desired Candidate Profile

• Graduate in any discipline (Finance/Commerce preferred, not mandatory)
• 2–5 years in a customer support /voice process; finance/BFSI/broking experience preferred
• Excellent verbal & written communication in English and Hindi
• Strong email etiquette and live chat handling skills
• Comfortable with MS Office and CRM tools
• Good listening skills, patience, and a target-driven attitude