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)

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

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