Customer Support Executive

1 week ago

Nariman Point Mumbai Maharashtra, India MProfit Software Pvt. Ltd. Full time

**Position Overview**:
**Responsibilities**:

- Assist customers in navigating the software, resolving account issues and providing guidance on the same.
- Educate customers on the various products and services, ensuring compliance with industry regulations and software policies.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Maintain accurate records of customer interactions and adhere to confidentiality and security protocols.
- Gather customer feedback and insights to relay to the product development team for continuous platform improvement.
- Use a ticketing system to record and track customer issues and ensure they are resolved within defined service-level agreements (SLAs).
- Generate reports on customer support metrics and performance, sharing them with the management team to make data-driven decisions.

**Requirements and Skills**:

- Proven record in a customer support or relationship management role within the financial services industry.
- Experience working in financial institutions, broking firms, or investment markets.
- In-depth knowledge of financial products, services and industry regulations. Familiarity with various financial instruments such as stocks, bonds, mutual funds, derivatives, and other investment vehicles.
- Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and concisely.
- Strong problem-solving skills and the ability to handle customer complaints and inquiries effectively.
- A bachelor’s degree in Finance, Business Administration, or a related field will be preferred.
- A strong understanding of financial technology and SaaS platforms will be preferred.
- Familiarity with CRM/Helpdesk software like FreshDesk, ZohoDesk, ZenDesk, etc.

**Job Types**: Full-time, Permanent

Pay: Up to ₹300,000.00 per year

Schedule:

- Day shift
- Fixed shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (required)

Work Location: In person

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