Job Description

Key Responsibilities:

Lead and manage the customer care team to deliver outstanding service across all channels (phone, email, chat, etc.)

Monitor service quality and customer satisfaction metrics; identify and implement improvement strategies

Handle complex or escalated customer issues efficiently and professionally

Coordinate with other departments to ensure timely resolution of client concerns

Design and implement customer engagement and retention initiatives

Ensure full compliance with regulatory requirements and internal service standards

Requirements:

Bachelor's degree (preferably in Business, Finance, or related field)

Proven experience (5+ years) in customer service management, preferably in a broking, banking, or financial services environment

Strong leadership and team management skills

Excellent communication, problem-solving, and interpersonal skills

Working knowledge of trading platforms, stock market operations, and customer support tools

Ability to remain calm under pressure and make quick, effective decisions

Location:

Ernakulam

Experience:

5 years in Customer Service, preferably in Financial Services

Job Types: Full-time, Permanent

Benefits:

Provident Fund
Schedule:

Day shift
Supplemental Pay:

Performance bonus
Language:

English (Preferred)
Work Location: In person