- Good communication skills: Written and verbal to understand the current application and working with product managers, software development teams, direct interaction with Australian end-users.
- Good listening skills: As to understand the exact client query and decide on the flow of work.
- Comprehensive problem-solving skills, ability to rephrase the ongoing query and drill down to stepwise solutions within the timeline.
- Attention to detail and analytical bent of mind.
- Confidence, patience, soft skills & empathy.
- Excellent interpersonal skills.
- Strong documentation skills.
- Ability to learn and contribute one step ahead.
- Proactiveness to meet department representatives to discuss cross-department initiatives and facilitate the discussion of potential solutions for areas of inefficiency, bottlenecks, or waste.
- Hunger to find opportunities to automate existing business processes.
Technical abilities expected:
- Sound knowledge of financial markets and capital markets, preferably international finance.
- An MS Office specialist with good competencies in MS Word, Excel, PPT s.
- Prior usage of any ticketing applications, such as Jira, Zendesk or Bugzilla.
- Prior usage of automated Lead management & Customer Service Management tools, such as Zendesk, Freshdesk, intercom, Live Agent, Happy fox, SharePoint.
Abilities expected for internal communication -
- Think analytically, create, and improvise different scenarios before internal escalation.
- Understanding of functional testing before escalation/delivery.
- Basic understanding of how a software development lifecycle, scrum and agile team works.
Basic Qualifications
- A full-time master s degree in finance (MBA or PGDM).
- Minimum 2 years of professional experience in BFSI.
- Computer fundamentals and an MS office specialist.
- A bachelor s degree in engineering, Math s or computer applications will be added advantage (Not a mandate).
Responsibilities
- Improve customer service experience, create engaged customers, and facilitate organic growth.
- Take ownership of customer issues and follow problems through to resolution.
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports.
- Responsible to resolve Customer queries on a regular basis.
- Regularly review Customer tickets and ensure its resolution and if required pass it on to the development team.
- Coordinate with Product Managers as per the client s requirement and ensure frequent and timely updates to clients.
- Ensure regular review of helpdesk & support articles written by the team and write articles as and when required.
- Ability to engage the clients through B2B communication over emails, chats, and calls.
- Responsible for helping new joiners and if required conduct training for different product modules and support SOP.
- Support other team members on a regular basis in helpdesk chat.
