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Customer Experience Executive / Sr Customer Experience Executive

ConfidentialBengaluru / Bangalore, Chennai

30+ days ago

Job description

To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction. Also supporting customer queries.

Business Function

EQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.

Team Leader - Customer Experience :

To lead a team, utilising available resource in order to deliver a quality service to customers in line with agreed standards
Oversee and support the work of other colleagues where required
Contribute to the overall planning and workflow of the department

Core Duties and Responsibilities

Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards.

Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards.

Respond to basic queries referring to senior colleagues where appropriate.

Contribute to the completion of the team s workload.

Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service.

Undertake duties at a similar level as required.

Ensure compliance with Equiniti s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times.

Always to undertake the duties of this role in accordance with the requirements of the company s Regulators.

Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.

Ensure that all work is undertaken within the quality system.

Ensure that work and ethics comply with all security arrangements both physical and information.

Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.

You will be following the respective US business holiday calendar.

Competencies and Experience

The candidate should demonstrate the following experience, skills and behaviours :

Excellent communication skills; Strong phone and verbal communication skills along with active listening.

Should be able to work in US shifts.

Proven experience in a customer support role

Meeting targets for accuracy, quality, volume and agreed service levels

Familiarity with CRM systems and practices

Basic understanding of data protection principles and knowledge in AML

Customer focus and adaptability to different personality types

Ability to multi-task, set priorities and manage time effectively

Adherence to procedures and regulations.

Demonstrate willingness to contribute to team beyond own immediate tasks

Benefits :

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer :

3 days of additional leaves on & above statutory requirement along with 2 days of voluntary leaves to pursue the CSR initiatives

Business related certification expense reimbursement

Comprehensive Medical Assurance coverage for dependents & Parents

Cab transport for staff working in UK & US shift

Accidental & Life cover 3 times of concerned CTC

Role : Customer Success Associate

Industry Type : Financial Services

Department : Customer Success, Service & Operations

Employment Type : Full Time, Permanent

Role Category : Customer Success

Education

UG : Any Graduate

PG : Any Postgraduate

Skills Required

remediation , Csr, Production, Civil, Ites, Operations, Management

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Customer Experience • Bengaluru / Bangalore, Chennai

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