Assistant Manager

3 weeks ago

india FYERS Securities Private Limited Full time
Job Description
At FYERS , our mission is “to empower new-age traders & investors with the best-in-class technology and platforms”
We are a bootstrapped company led by our founders who are extremely passionate about creating best in class value to our diverse customers, employees, and communities.
Why Join Us:

• Immerse yourself in the dynamic world of FinTech and stock markets.
• Shape the future of digital finance by working on groundbreaking projects.
• Collaborate with a diverse team of experts and visionaries.
• Elevate your career with continuous learning and growth opportunities. 
Role Summary:
As an Assistant Manager in the Customer Support Team, you will play a crucial role in delivering exceptional operational and administrative support. This position encompasses tasks related to customer support, data management, process improvement, and team coordination. You will collaborate with internal stakeholders to ensure efficient and effective support services within the stock broking industry. 
Key Responsibilities:
Customer Support:
  • Serve as a primary point of contact for customer inquiries, concerns, and requests, ensuring timely and professional assistance.
  • Address and resolve customer issues, escalating complex matters when necessary.
  • Maintain high levels of customer satisfaction through effective communication and problem-solving.
Data Management:
  • Collect, organize, and maintain data related to customer interactions and support tickets.
  • Ensure data accuracy through regular audits and quality checks.
  • Generate reports and analyze data to identify trends and areas for improvement.
Process Improvement:
  • Identify opportunities to streamline and enhance support processes and workflows.
  • Collaborate with the Manager and relevant teams to implement process improvements and automation solutions.
  • Monitor the effectiveness of implemented changes and suggest further enhancements based on performance metrics.
Team Coordination:
  • Assist in coordinating the activities of the customer support team, assigning tasks, and monitoring progress.
  • Foster a collaborative work environment, promoting teamwork and knowledge sharing.
  • Provide guidance and support to team members for their professional growth.
Documentation and Training:
  • Create and maintain comprehensive documentation, including standard operating procedures (SOPs), training materials, and knowledge base articles.
  • Conduct training sessions to onboard new team members and educate existing team members on support processes and systems.
  • Stay updated on product knowledge, industry trends, and best practices.
Quality Assurance:
  • Conduct regular quality assessments of support interactions to ensure adherence to company policies and standards.
  • Provide constructive feedback and coaching to team members to enhance their performance.
  • Collaborate with the Manager to implement quality assurance initiatives.
Qualifications and Skills:
  • Bachelor's degree in Business Administration, Finance, Capital Market, Communication, or a related field.
  • 3-5 years of relevant work experience in customer support, preferably in financial services or stock broking.
  • Strong communication skills, both written and verbal.
  • Excellent problem-solving and critical-thinking abilities.
  • Detail-oriented with strong organizational and time management skills.
  • Proficiency in using CRM systems and support tools.
  • Knowledge of quality assurance principles and practices.
  • Ability to work under pressure and manage multiple priorities.
  • Strong teamwork and collaboration skills.
  • Proficiency in Microsoft Office applications.
  • Willingness to adapt to evolving processes and technologies.
Benefits
  • An unbiased, inclusive work culture that thrives on collaboration and high performance.
  • Opportunities to drive career development through professional development and path-breaking innovation.
  • A competitive compensation package with a best-in-class 360 wellness program covering Mental, Financial and Physical Health.

Requirements
At FYERS, our mission is “to empower new-age traders & investors with the best-in-class technology and platforms” We are a bootstrapped company led by our founders who are extremely passionate about creating best in class value to our diverse customers, employees, and communities. Why Join Us: • Immerse yourself in the dynamic world of FinTech and stock markets. • Shape the future of digital finance by working on groundbreaking projects. • Collaborate with a diverse team of experts and visionaries. • Elevate your career with continuous learning and growth opportunities. Role Summary: As an Assistant Manager in the Customer Support Team, you will play a crucial role in delivering exceptional operational and administrative support. This position encompasses tasks related to customer support, data management, process improvement, and team coordination. You will collaborate with internal stakeholders to ensure efficient and effective support services within the stock broking industry. Key Responsibilities: Customer Support: Serve as a primary point of contact for customer inquiries, concerns, and requests, ensuring timely and professional assistance. Address and resolve customer issues, escalating complex matters when necessary. Maintain high levels of customer satisfaction through effective communication and problem-solving. Data Management: Collect, organize, and maintain data related to customer interactions and support tickets. Ensure data accuracy through regular audits and quality checks. Generate reports and analyze data to identify trends and areas for improvement. Process Improvement: Identify opportunities to streamline and enhance support processes and workflows. Collaborate with the Manager and relevant teams to implement process improvements and automation solutions. Monitor the effectiveness of implemented changes and suggest further enhancements based on performance metrics. Team Coordination: Assist in coordinating the activities of the customer support team, assigning tasks, and monitoring progress. Foster a collaborative work environment, promoting teamwork and knowledge sharing. Provide guidance and support to team members for their professional growth. Documentation and Training: Create and maintain comprehensive documentation, including standard operating procedures (SOPs), training materials, and knowledge base articles. Conduct training sessions to onboard new team members and educate existing team members on support processes and systems. Stay updated on product knowledge, industry trends, and best practices. Quality Assurance: Conduct regular quality assessments of support interactions to ensure adherence to company policies and standards. Provide constructive feedback and coaching to team members to enhance their performance. Collaborate with the Manager to implement quality assurance initiatives. Qualifications and Skills: Bachelor's degree in Business Administration, Finance, Capital Market, Communication, or a related field. 3-5 years of relevant work experience in customer support, preferably in financial services or stock broking. Strong communication skills, both written and verbal. Excellent problem-solving and critical-thinking abilities. Detail-oriented with strong organizational and time management skills. Proficiency in using CRM systems and support tools. Knowledge of quality assurance principles and practices. Ability to work under pressure and manage multiple priorities. Strong teamwork and collaboration skills. Proficiency in Microsoft Office applications. Willingness to adapt to evolving processes and technologies. Benefits An unbiased, inclusive work culture that thrives on collaboration and high performance. Opportunities to drive career development through professional development and path-breaking innovation. A competitive compensation package with a best-in-class 360 wellness program covering Mental, Financial and Physical Health.

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