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Service Support Assistant
2 months ago
At Capitalmind we are looking for you to join us as a Service Support Assistant. In this role, you will manage our service ticket channels - Service inbox and Whatsapp groups with clients - to provide valuable support to our account managers by effectively responding to customer queries.
As a Service Support Specialist, you will provide essential support to our account management team, helping to resolve customer queries efficiently and effectively. You will use your analytical skills to provide insights into customer behavior, contribute to service strategy development, and play a pivotal role in maintaining high standards of service delivery.
Key responsibilities:
• Provide troubleshooting assistance for customer queries, account statuses, and other relevant issues, ensuring quick resolution and high customer satisfaction.
• Analyze customer data to extract insights and share these findings with account managers to improve customer service strategies.
• Manage service tracking tools, maintaining accurate and up-to-date records on service levels and customer interactions.
• Collaborate closely with your manager to develop tailored service strategies that align with client needs and company goals.
• Stay informed about the product, ensuring all client queries are handled with up-to-date and accurate information.
• Proactively review pending queries and specific customer requests to maintain a high level of customer service and ensure a positive customer experience.
• Identify opportunities for process improvements within the service team and suggest actionable enhancements to streamline operations and improve efficiency.
• Prepare and deliver reports on service performance and customer feedback to senior management.
Skills required:
• Proven experience as a Service Support Specialist, Service Support Associate, or in a similar customer support role.
• Past experience in Finance and Wealth Management domain a plus
• Proficiency with Microsoft Office Suite, particularly MS Excel, and G Suite
• Hands-on experience with CRM systems; expertise in HubSpot is highly desirable.
• Strong understanding of customer service practices and the ability to apply them to enhance customer satisfaction.
• Excellent written communication skills with a focus on clarity and empathy.
• Strong analytical and multitasking abilities, with a keen attention to detail.
• Ability to manage multiple tasks under pressure and adapt to a fast-paced, dynamic work environment.
• A proactive attitude with a problem-solving mindset and a customer-centric approach.
• Experience with SQL and Python a big plus, enabling data-driven decision-making and analysis.
Working with us means:
• Competitive salary. We are well funded, and profitable.
• A great working environment – we work in HSR Layout and have a neat, quiet office with four spacious floors with pubs and restaurants nearby
• A very smart and motivated team to work with. From back-end tech to market domain knowledge, sales, and marketing, you’ll love to work here.
• A fast-growing market – stock markets are just beginning to explode and we’re right at the center of it.
What we would like from you:
• We don’t care which college you went to. Or didn’t go.
• We only care if you’re passionate about your work. If you like stock markets, that would work very well. We love it if you carry strong opinions, as long as they’re held lightly enough to change if the facts change. We love learning from failure and aren’t fazed by it.
• We are very flat as an organisation, though you will sometimes see a few of us in suits on TV interview days which makes us also cringe.
• We think you’ll love to be part of this team, if the opportunity sounds interesting, mail jobs@capitalmind.in & hr@capitalmind.in
Our websites: capitalmind.in
