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Assistant Manager

3 months ago

sany, India FYERS Securities Private Limited Full time
AtFYERS our mission is to empower newage traders & investors withthe bestinclass technology and platforms
Weare a bootstrapped company led by our founders who are extremelypassionate about creating best in class value to our diversecustomers employees andcommunities.
WhyJoinUs:

Immerse yourself in the dynamic world of FinTech and stockmarkets.
Shape the future of digital finance by working on groundbreakingprojects.
Collaborate with a diverse team of experts andvisionaries.
Elevate your career with continuous learning and growthopportunities.
RoleSummary:
Asan Assistant Manager in the Customer Support Team you will play acrucial role in delivering exceptional operational andadministrative support. This position encompasses tasks related tocustomer support data management process improvement and teamcoordination. You will collaborate with internal stakeholders toensure efficient and effective support services within the stockbroking industry.
KeyResponsibilities:
CustomerSupport:
  • Serveas a primary point of contact for customer inquiries concerns andrequestsensuring timely and professionalassistance.
  • Addressand resolve customer issues escalating complex matters whennecessary.
  • Maintainhigh levels of customer satisfaction through effectivecommunication andproblemsolving.
DataManagement:
  • Collectorganize and maintain data related to customer interactions andsupporttickets.
  • Ensuredata accuracy through regular audits and qualitychecks.
  • Generatereports and analyze data to identify trends and areas forimprovement.
ProcessImprovement:
  • Identifyopportunities to streamline and enhance support processes andworkflows.
  • Collaboratewith the Manager and relevant teams to implement processimprovements and automationsolutions.
  • Monitorthe effectiveness of implemented changes and suggest furtherenhancements based on performancemetrics.
TeamCoordination:
  • Assistin coordinating the activities of the customer support teamassigningtasksand monitoringprogress.
  • Fostera collaborative work environment promoting teamwork and knowledgesharing.
  • Provideguidance and support to team members for their professionalgrowth.
DocumentationandTraining:
  • Createand maintain comprehensive documentation including standardoperatingprocedures (SOPs) training materials and knowledge basearticles.
  • Conducttraining sessions to onboard new team members and educate existingteam members on support processes andsystems.
  • Stayupdated on product knowledge industry trends and bestpractices.
QualityAssurance:
  • Conductregular quality assessments of support interactions to ensureadherenceto company policies andstandards.
  • Provideconstructive feedback and coaching to team members to enhance theirperformance.
  • Collaboratewith the Manager to implement quality assuranceinitiatives.
QualificationsandSkills:
  • Bachelorsdegree in Business Administration Finance Capital MarketCommunication or a relatedfield.
  • 35years of relevant work experience in customer support preferably infinancial services or stockbroking.
  • Strongcommunication skills both written andverbal.
  • Excellentproblemsolving and criticalthinkingabilities.
  • Detailorientedwith strong organizational and time managementskills.
  • Proficiencyin using CRM systems and supporttools.
  • Knowledgeof quality assurance principles andpractices.
  • Abilityto work under pressure and manage multiplepriorities.
  • Strongteamwork and collaborationskills.
  • Proficiencyin Microsoft Officeapplications.
  • Willingnessto adapt to evolving processes andtechnologies.
Benefits
  • Anunbiased inclusive work culture that thrives on collaboration andhighperformance.
  • Opportunitiesto drive career development through professional development andpathbreakinginnovation.
  • Acompetitive compensation package with a bestinclass 360 wellnessprogram covering Mental Financial and PhysicalHealth.

At FYERS, our mission is to empower new-age traders & investorswith the best-in-class technology and platforms We are abootstrapped company led by our founders who are extremelypassionate about creating best in class value to our diversecustomers, employees, and communities. Why Join Us: Immerseyourself in the dynamic world of FinTech and stock markets. Shapethe future of digital finance by working on groundbreakingprojects. Collaborate with a diverse team of experts andvisionaries. Elevate your career with continuous learning andgrowth opportunities. Role Summary: As an Assistant Manager in theCustomer Support Team, you will play a crucial role in deliveringexceptional operational and administrative support. This positionencompasses tasks related to customer support, data management,process improvement, and team coordination. You will collaboratewith internal stakeholders to ensure efficient and effectivesupport services within the stock broking industry. KeyResponsibilities: Customer Support: Serve as a primary point ofcontact for customer inquiries, concerns, and requests, ensuringtimely and professional assistance. Address and resolve customerissues, escalating complex matters when necessary. Maintain highlevels of customer satisfaction through effective communication andproblem-solving. Data Management: Collect, organize, and maintaindata related to customer interactions and support tickets. Ensuredata accuracy through regular audits and quality checks. Generatereports and analyze data to identify trends and areas forimprovement. Process Improvement: Identify opportunities tostreamline and enhance support processes and workflows. Collaboratewith the Manager and relevant teams to implement processimprovements and automation solutions. Monitor the effectiveness ofimplemented changes and suggest further enhancements based onperformance metrics. Team Coordination: Assist in coordinating theactivities of the customer support team, assigning tasks, andmonitoring progress. Foster a collaborative work environment,promoting teamwork and knowledge sharing. Provide guidance andsupport to team members for their professional growth.Documentation and Training: Create and maintain comprehensivedocumentation, including standard operating procedures (SOPs),training materials, and knowledge base articles. Conduct trainingsessions to onboard new team members and educate existing teammembers on support processes and systems. Stay updated on productknowledge, industry trends, and best practices. Quality Assurance:Conduct regular quality assessments of support interactions toensure adherence to company policies and standards. Provideconstructive feedback and coaching to team members to enhance theirperformance. Collaborate with the Manager to implement qualityassurance initiatives. Qualifications and Skills: Bachelor's degreein Business Administration, Finance, Capital Market, Communication,or a related field. 3-5 years of relevant work experience incustomer support, preferably in financial services or stockbroking. Strong communication skills, both written and verbal.Excellent problem-solving and critical-thinking abilities.Detail-oriented with strong organizational and time managementskills. Proficiency in using CRM systems and support tools.Knowledge of quality assurance principles and practices. Ability towork under pressure and manage multiple priorities. Strong teamworkand collaboration skills. Proficiency in Microsoft Officeapplications. Willingness to adapt to evolving processes andtechnologies. Benefits An unbiased, inclusive work culture thatthrives on collaboration and high performance. Opportunities todrive career development through professional development andpath-breaking innovation. A competitive compensation package with abest-in-class 360 wellness program covering Mental, Financial andPhysical Health.