Customer Support Executive

4 days ago

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

**Position Overview**:
As a part of our Customer Success team at MProfit, you will be a crucial part of our mission to ensure all our customers’ success and satisfaction. You will interact with our diverse customer base, assisting them with inquiries, resolving issues, and ensuring they have a positive experience using our wealth-tech solutions. You will independently manage the end-to-end ticket management process: ticket assignment, closure, responses, and issue resolution.

**Key Responsibilities**:
**1. End-to-End Ticket Management**:

- Independently handle customer support tickets from initial contact through resolution, ensuring timely and effective communication and issue resolution.
- Prioritize and escalate tickets to meet customer expectations and service level agreements (SLAs).
- Continuously monitor ticket queues to identify trends, common issues, and opportunities for process improvement.

**2. Cross-Functional Collaboration**:

- Collaborate closely with other departments, to ensure alignment on customer needs, product updates, and service offerings.

**3. Responding to Customer Inquiries**:

- Provide accurate, clear, and helpful information to address customer concerns and resolve issues.

**4. Handling Customer Feedback**:

- Document and categorize customer feedback for analysis and reporting purposes.
- Advocate for customer needs and contribute insights for product or service improvements based on feedback trends.

**5. Maintaining Communication Standards**:

- Ensure professional and courteous language in all interactions with customers.

**6. Issue Resolution**:

- Respond promptly to customer inquiries and complaints, demonstrating empathy, patience, and a commitment to finding solutions that exceed expectations.
- Escalate complex issues to appropriate stakeholders while maintaining ownership and accountability for timely resolution.
- Document all interactions and resolutions in our helpdesk ticketing systems to maintain accurate records and facilitate knowledge sharing within the organization.

**Qualifications**:

- Bachelor's degree in a relevant field or equivalent work experience.
- Exceptional written communication skills in English.
- Strong understanding of financial technology and SaaS platforms.
- 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 instruments. (Would be a plus)
- Problem-solving skills with the ability to analyze and resolve complex issues along with a customer-centric mindset.
- Proficiency in setting up, using, and managing help-desk software and ticketing systems like Freshdesk, Zendesk, Zoho Desk etc.
- Strong organizational and time management skills.

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

Pay: ₹300,000.00 - ₹350,000.00 per year

Schedule:

- Day shift
- Fixed shift

Ability to commute/relocate:

- Nariman Point, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What is your last drawn CTC?

Work Location: In person

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