About the Company:A top digital wealth platform offering goal-based investment solutions. It simplifies investing through technology, expert advice, and a strong focus on customer experience.Job Summary:Provide customer support via calls and chats for investment-related queries. Ensure quick, accurate resolutions while maintaining a professional and empathetic tone. Share feedback to improve products and support BAU tasks as needed.Roles and responsibilities:- To assist customers with queries related to their investments, products , features etc via calls and chats and deal with multiple customers- Acquire required product and process knowledge and keep a track of all the changes- Maintaining a positive, empathetic and professional attitude toward customers at all times.- Identify and assess customers' needs to achieve satisfaction- Build sustainable relationships and trust with customer accounts through open and interactive communication- Provide accurate, valid and complete information by using the right methods/tools and record all customer interactions- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution- Follow communication procedures, guidelines and policies- Take the extra mile to engage customers- Follow the escalation matrix and SLA to achieve process goals- Gather customer feedback and share with our Product team for improvement- Flexible to switch roles when needed and support chat to keep the BAU activities running smoothly.- Flexible to work on rosters - 5 days a week and rotational offs (ref:updazz.com)
