Job Description

Designation: Analyst- Customer Excellence Years of exp: 0-1 years Location: Mumbai, Delhi (In office) ABOUT THE ROLE We are looking for a motivated & dedicated individual to service our clients located across the globe via various digital tools. This role will provide you an excellent opportunity to work on a cutting-edge fin-tech platform and learn about global investments. You will be responsible for resolving various onboarding and ops related queries from internal and external stakeholders. The role is significantly metrics driven - Response times, CSAT & Efficiency are key KPIs. KEY RESPONSIBILITIES Understand client needs, goals, and challenges to provide customized solutions and address their business requirements. Builds and maintains business relationships with clients by providing prompt and accurate service so as to promote customer loyalty. Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. Conduct regular meetings and business reviews to discuss account performance, identify opportunities, and provide updates on products/services. Serve as the primary point of contact for all account-related inquiries, requests, and escalations. Man the Zendesk support desk and create/manage tickets as per client and internal requests Respond to customer inquiries and assist in troubleshooting and resolving challenges. Coordinate with internal teams for any Ops and Compliance issues faced by clients and ensure speedy resolution of these. Document knowledge in the form of solution articles for client reference Inform the relevant Sales team in case any business opportunities are received. KEY SKILLS Graduate or Post graduate degree - BA/B. Com/BBA/MBA Excellent written and communication skills. Strong interpersonal skills and an ability to build rapport with customers. Excellent problem-solving, attention to detail, and troubleshooting skills. Ability to adapt to new technologies and a quick learner. Basic knowledge of google suite tools and Competent technical knowledge. Ability to effectively prioritize, multi-task, and execute tasks in a high-pressure environment efficiently.

foundit