Customer support specialist

Job Summary
We are hiring Support Executives / Senior Support Executives to handle client queries related to trading, demat, and financial services through calls, emails, and live chat. Ideal candidates have prior calling/voice experience (finance/BFSI preferred), strong communication skills, and the ability to manage multiple support channels with a customer-first approach.
Key Responsibilities (KRAs)
Handle inbound/outbound calls for account queries, trading issues, transaction status, and follow-ups
Respond to client emails clearly and professionally, ensuring timely closure
Manage live chat conversations, multitasking across queries with speed and accuracy
Ensure first-call/first-response resolution; escalate complex cases to the right team
Log all interactions and complaints accurately in CRM/ticketing systems
Coordinate with back-office, dealing, and compliance teams to close queries within TAT
Educate clients on products/services (trading account, demat, mutual funds, IPO, PMS)
Maintain reports on call/email/chat volumes, TAT, and client satisfaction
Adhere to SEBI/exchange guidelines and maintain client data confidentiality
Desired Candidate Profile
Graduate in any discipline (Finance/Commerce preferred, not mandatory)
2–5 years in a customer support /voice process; finance/BFSI/broking experience preferred
Excellent verbal & written communication in English and Hindi
Strong email etiquette and live chat handling skills
Comfortable with MS Office and CRM tools
Good listening skills, patience, and a target-driven attitude