Manager Customer Support

1 week ago

mohali district, India FINVASIA Full time

Job Title: Customer Support Manager

We are looking for an ambitious, highly motivated, and experienced Customer Support Manager to manage our customer support team, including Team Leaders, in the forex industry. The ideal candidate will ensure exceptional customer service, streamline support operations, enhance team productivity and client satisfaction.


This role requires excellent client communication, team management skills along with ninja task management and awesome task prioritization skills. The goal is to drive sustainable financial growth through boosting customer satisfaction levels and providing best-in-class support to our clients from around the world.

Successful candidates will be provided with formal training & knowledge of the product by respective in line head. You will be the front of the company & will be responsible for:


Leadership & Management:

  • Oversee daily operations of the customer support department.
  • Manage, mentor, and support Team Leaders to achieve team objectives.
  • Conduct regular performance reviews and provide constructive feedback.

Customer Service Excellence:

  • Interacting with our potential & existing clients & partners acrossthe globe, about a rangeof financial products & servicesthat we offer.
  • Ensure high-quality customer service delivery across all channels (phone, email, chat, tickets etc).
  • Understand client’s and partner’s needs and deriving tailor made solutions.
  • Address escalated customer issues and ensure timely resolution.
  • Develop and implement customer service policies and procedures.
  • Maintain issue tracker and quick resolution of issues.

Operational Efficiency:

  • Ensure compliance and adherence to business, regulatory, and brand guidelines.
  • Monitor and analyze support metrics to optimize performance.
  • Implement strategies to improve customer response times and satisfaction rates.
  • Organizing, scheduling, andliaising with differentdepartments in the company across countries to resolve issues.

Training & Development:

  • Identify training needs and conduct training sessions for customer support teams.
  • Stay updated with industry trends and incorporate best practices.

Reporting & Analysis:

  • Prepare regular reports on customer support performance and key metrics.
  • Use data to identify areas for improvement and drive strategic decisions.
  • Since we deal in domestic and global markets, working hours can vary based on markets assigned. This is a demanding position and is suitable for candidates who could work under pressure.

Requirements:

  • 4-5 years of experience in the relevantfield of client relationship management, customer support management & team management.
  • Excellent communication skills.
  • Ability to Work under pressure.
  • ninja task management and awesome task prioritization skills.
  • Multilingual skills (speaking and writing in both international languages) will be an advantage.
  • Proven track record of improving customer service metrics.
  • Analytical mindset with the ability to interpret data and metrics.
  • Excellent organizational and analytical skills, including attention to detail.
  • Willingness to be professional and collaborative to ensure impactful cooperation with business partners, subject specialists, and other teammates.
  • Proficient in CRM software and support tools will be a plus.
  • Knowledge of Forex and Stock market and trading platforms will be an advantage.

What you can expect from us:

  • Competitive and attractive compensation.
  • Extensive learning opportunities, such as professional training and soft skills development.

About FINVASIA:

Finvasia is a global enterprise that owns multiple brands in financial services, fintech, blockchain, real-estate, healthcare, and technology sectors. The group invests in technology-oriented businesses and products and is committed to driving sustainable development and generating a positive impact with its businesses. Finvasia, along with its subsidiaries and sister concerns, is registered with a gamut of regulatory bodies across the world in various capacities.

With offices in India, UK, Cyprus and Greece our team is over 250+ people strong and growing. We foster a start-up culture in a flat structure organization where every individual is directly responsible for his or her own performance. We are looking for highly energetic individuals who strive to deliver performance and can work beyond the simple scope of their basic responsibilities.

Successful candidates are paid compensation, which is at par with or above industry standards.

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