Company Description

Dozen Diamonds is a company based in Nagpur & Gandhinagar that specializes in building innovative predictionless equity trading strategies to democratize automated trading for the Retail Investor. We are committed to providing a seamless and efficient trading experience for our customers.

Role Description

A Customer Service Representative is the first point of contact for any customer who has a question or an issue with a product or service of the company. The Representative have many responsibilities like answering inbound phone calls, addressing customers questions about products, services, their queries and resolving Payment related queries.

At Dozen Diamonds, we count on the customer service department to interact professionally with our valued customers when they have questions or concerns.

A Customer Service Representative will act as a liaison, provide product/services information, answer to the questions, and resolve any emerging problems that our customer might face with accuracy and efficiency.

The best Representative are genuinely excitedto help customers. They are patient, empathetic, and passionatelycommunicative. They love to talk and understand the value of good communication skills. Customer service representativescan put themselves in their customers shoes and advocate for them when necessary. Customer feedback is priceless, and therefore feedbacks from Customers can gather the most important rating of the service provided. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to answer customer questions or resolve complaints.

Dozen Diamonds is looking for a highly skilled customer service representative for Companies Automated Trading platform to join our team and handle inbound and outbound phone calls, email requests, and face-to-face interactions using a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality.

The Representative should also have experience in sales, as the opportunity may arise to promote company products and services. The most successful customer service representative will have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner.

Serving as the voice and face of Dozen Diamonds, the representative will be integral in reinforcing our reputation for exceptional customer service.

Objectives of this role

Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
Identify and address customer needs, with a goal of total satisfaction
Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers
Meet customer-service department targets, and also generating leads for increase in sales when opportunities arise
Follow company guidelines and procedures for communications with minimal supervision
Recommend improvements to company processes for efficiency

Responsibilities

Build expert, dynamic knowledge of the company's products and services
Conduct research with available resources to satisfy customer inquiries
Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, complaints, returns, and warranties
Communicating with them through variouschannels, including email, social media, phone or SMS
Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
Making appointments that fit into the schedule of the Company and the customer.
Informing the customers about updates, deals, offers, promotions, policies, and keepsales funnelin motion.
Assisting them if they are facing a problem and troubleshooting it.
Ensuring the customer has a positive experience with the company.
Fostering a healthy relationship between the Company and the customer.
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service teamsales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Maintain daily recordings and documentation of issues and resolutions in a database for sales and executive management teams to review
Conducting surveys to collect dataabout customer satisfaction, churn rate, brand image and awareness, etc.

This is a full-time Customer Service Representative role at Dozen Diamonds. As a Customer Service Representative, you will be responsible for providing excellent customer support and ensuring high levels of customer satisfaction. Your day-to-day tasks will include addressing customer inquiries and concerns, resolving issues, and providing product information. This is a on site work at Nagpur & Gandhinagar.

Qualifications

Customer Service Representatives with experience in providing exceptional customer service
Strong customer support skills
Ability to ensure customer satisfaction
Experience in handling customer service requests and resolving issues
Excellent communication and interpersonal skills
Ability to work independently and as part of a team
Knowledge of equity trading and financial markets is a plus
Successful experience in a corporate environment. Should have minimum 2 years experience in Stock Trading Industry.
Strong communication skills, including active listening and clear articulation
Ability to solve problems, alleviate conflicts, and escalate tactfully
Ability to multitask, manage time, and prioritize
Ability to work individually and as a team member
Proven customer support experience or experience as a Client Service Representative
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiarity with Customer Relationship Management, CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Bachelor's degree in Business, Finance, or related field is preferred