What is the roles objective?
Handling Front office and all client service activities at Surat Branch:
- Provide timely, accurate, and professional responses to customer inquiries via call, email and walk-ins ensuring a high standard of communication.
- Address customer concerns with clarity, empathy and thoroughness, adhering to the company’s communication guidelines.
- Leverage in-depth knowledge of Mutual Fund products to handle inquiries on investments, NAVs, transactions, and brokerage.
- Foster a collaborative environment to enhance customer service experience across functions. Work closely with Sales, Distributors, and other internal teams to collect relevant information, resolve complex customer issues, and deliver comprehensive solutions.
- Maintain a customer-first approach by addressing queries promptly and ensuring timely resolution to enhance customer satisfaction.
Identify recurring issues or patterns in customer inquiries, escalate unresolved matters as necessary, and recommend process or system improvements to minimize future occurrences.
Accurately maintain Management Information Systems (MIS) records, documenting customer queries, responses, and resolution timelines.
Collaborate with team members to ensure the smooth functioning of daily operations. Assist in covering team members' responsibilities during their absence to maintain service continuity and prevent disruptions.
Adhere to the company’s ethical guidelines and risk mitigation practices, ensuring compliance with internal policies and industry regulations. Uphold high customer service standards, ensuring all interactions reflect the company’s commitment to excellence.
What skills do you need to possess?
- Deep understanding of the Mutual Fund segment, products, and regulations.
- Strong written and verbal communication
- Solution-focused, addressing challenges with effective strategies.
- Excellent writing skills, ensuring clarity and professionalism in all communications.
- Well-groomed, determined, and focused on delivering results.
- Skilled in building relationships and ensuring positive customer experiences.
What is the prior experience expected?
3 years +
What qualification you should have?
Graduate, Postgraduate, MBA or equivalent