Customer Service Professional
3 weeks ago
Customer Experience Executive Role
At Equiniti, we are seeking a skilled Customer Experience Executive to join our team in India. The successful candidate will be responsible for providing exceptional service to our shareholders, answering their queries, and assisting them with buying and selling shares within predetermined procedures and service standards.
Key Responsibilities
- Answer inbound calls and emails from shareholders, resolving their queries and issues in a timely and professional manner.
- Assist shareholders in buying and selling shares, adhering to agreed service standards and procedures.
- Respond to basic queries, referring complex issues to senior colleagues as needed.
- Contribute to the completion of the team's workload, ensuring efficient and effective service delivery.
- Stay up-to-date with knowledge and skills, identifying areas for improvement in processes and services.
- Undertake duties at a similar level, as required, to ensure seamless service delivery.
- Ensure compliance with Equiniti's procedures, standards, and reporting requirements, as well as relevant regulatory and statutory requirements.
Requirements
- Excellent communication skills, with strong phone and verbal communication skills and active listening.
- Ability to work in US shifts and adhere to the US business shift hours and holiday calendar.
- Proven experience in a customer support role, with a focus on meeting targets for accuracy, quality, volume, and agreed service levels.
- Familiarity with CRM systems and practices, as well as basic understanding of data protection principles and knowledge in AML.
- Customer focus and adaptability to different personality types, with the ability to multi-task, set priorities, and manage time effectively.
- Adherence to procedures and regulations, with a willingness to contribute to the team beyond immediate tasks.
We are an equal opportunities employer and welcome applications from individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.
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