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Customer Service Lead
1 month ago
Job Title: Customer Service Lead – Stock Broking Division
Location:
Gurgaon
Experience:
3-5 Years (Mandatory in Stock Broking Industry)
About the Role:
We are looking for a
Customer Service Head
to lead and redefine the customer experience for our
Stock Broking Division . This role is ideal for someone who is
tech-savvy, customer-obsessed, and passionate about automation-driven customer service . The ideal candidate should be able to leverage
AI, automation, and digital tools
to create a seamless, high-quality self-service experience while ensuring high CSAT and operational efficiency.
Key Responsibilities:
1. Driving Digital-First Customer Service
Implement and manage
digital self-service solutions
like
ticketing systems, WhatsApp Bot, AI-powered IVR , and other automation tools.
Ensure AI agents handle most
incoming calls , with seamless escalation for complex queries to human agents.
Develop a
Customer Service Portal
integrated into the main website with FAQs, ticketing, chatbot support, and self-help resources.
Work with the Product Team
to ensure an
excellent and seamless customer onboarding journey (E-KYC) for retail customers, APs, corporate clients, and HUFs .
2. Customer Experience & Issue Resolution
Maintain an
extreme customer focus , ensuring
quick resolutions
and a seamless service experience.
Identify
repeat issues and generate insights
from digital tools to
proactively resolve common customer pain points
by coordinating with relevant teams.
Set up mechanisms to
capture customer feedback (CSAT, NPS, surveys, etc.)
and drive continuous improvement in service quality.
3. Automation & Process Optimization
Identify and drive
automation opportunities
to reduce manual interventions in customer queries.
Work closely with the
in-house automation team
and other departments to implement tech-driven solutions.
Regularly
review and optimize customer communication templates
across
SMS, WhatsApp, Emails, and all other customer touchpoints , ensuring they meet
industry-best standards .
4. Customer Engagement & Social Media Monitoring
Collaborate with
content and digital marketing teams
to create educational content, explainer videos, and guides to help customers understand various processes and tools.
Organize
webinars/workshops
to educate customers on trading systems, onboarding processes, and customer service tools.
Work closely with the
Digital Marketing Team
to
monitor all social media channels , ensuring that
customer queries, comments, and complaints on platforms like Twitter, Facebook, and LinkedIn
are
promptly addressed and handled professionally .
5. Market Research & Competitive Benchmarking
Continuously
analyze competitors
and market trends to
keep our customer service ahead of the curve .
Attend
industry events/conferences
to stay updated on the latest customer service tools, AI, automation, and best practices in the stock broking industry.
6. Leadership & Strategy
Build and lead a high-performing customer service team , ensuring proper training, SOPs, and best practices are in place.
Define key
KPIs and SLAs
for customer service and ensure compliance with industry standards.
Maintain close coordination with
compliance, risk, and product teams
to ensure seamless customer onboarding and support processes.
Key Requirements:
Experience:
3-5 years in customer service (Mandatory in the
Stock Broking
industry).
Strong understanding of
customer experience, digital tools, AI-driven automation, and self-service solutions .
Tech-savvy & automation-driven
– ability to leverage
AI, IVR, chatbots, and self-service portals .
Customer-first mindset
with passion and empathy for customer service excellence.
Experience in
analyzing customer insights
to drive process improvements and automation.
Ability to
collaborate across teams (Product, Tech, Marketing, Compliance, and Sales)
to improve customer journeys.
Leadership skills
– experience in managing and mentoring a customer service team.
Strong
problem-solving mindset
to proactively address recurring issues and optimize customer interactions.
Why Join Us?
Opportunity to
lead customer service transformation
in the
fast-growing stock broking industry .
Work with a
tech-driven, innovative team
focused on automation and digital solutions.
Exposure to
cutting-edge AI, IVR, and self-service technologies
in customer service.
Be part of a
customer-obsessed culture
that values continuous learning and innovation.
If you are
passionate about redefining customer service with technology, automation, and customer-first strategies , we would love to hear from you
