Customer Success Specialist

We are seeking a highly skilled and experienced Customer Service Representative to join our team. The successful candidate will have a strong background in the broking industry, with 3-5 years of broking experience providing exceptional customer service to clients. The ideal candidate will be fluent in multiple languages, including [Hindi]. As a key member of our customer service team, you will be responsible for resolving customer inquiries and issues in a timely and professional manner, while maintaining a high level of customer satisfaction and loyalty.

Responsibilities :

Respond to customer inquiries and resolve issues in a timely and professional manner, both verbally and in writing

Provide accurate and timely information to customers regarding products and services offered by our company

Identify and escalate complex customer issues to senior management or other relevant teams as needed

Develop and maintain relationships with customers to increase customer satisfaction and loyalty

Maintain accurate records of customer interactions and communications

Collaborate with internal teams to resolve customer issues and improve overall customer experience

Stay up to date with industry developments and market trends to provide expert-level knowledge to customers

Meet or exceed performance metrics, including first call resolution, customer satisfaction, and average handle time.

Requirements :

3-5 years of experience in the broking industry, preferably in a customer-facing role

Fluency in multiple languages, including

Strong communication and interpersonal skills, with the ability to effectively communicate with customers and internal teams

Excellent problem-solving and analytical skills, with the ability to think critically and make sound decisions

Ability to work in a fast-paced environment, with multiple priorities and deadlines

Proficiency in MS Office, particularly Excel and Word

Strong attention to detail and organizational skills, with the ability to maintain accurate records and follow up on tasks.

Preferred Qualifications :

Bachelor's degree in business administration, Marketing, or related field

Experience with CRM software.

Knowledge of industry-specific regulations and compliance requirements

NISM / SORM Certification