Lead Customer Support

Key responsibilities

• Develop and implement customer service strategies to ensure seamless user onboarding and effective resolution of customer queries.
• Develop plans, targets, and key performance indicators (KPIs) for the customer service team.
• Set up and manage efficient voice and chat help desks and collaborate with outsourced customer service vendors.
• Organize training and facilitate the development of the customer support team, focusing on enhancing their technical knowledge, communication skills, and problem-solving abilities.
• Draft, implement, and execute policies and procedures to facilitate a quality customer service experience, ensuring compliance with relevant regulations and industry best practices.
• Receive, analyse, and implement customer feedback to continuously improve the quality of service and enhance customer satisfaction.
• Identify and recommend system / procedural changes that may improve customer service efficiency and effectiveness.
• Thorough understanding of the complete account opening workflow, including activities involved before and after e-signature (Esign).
• Sound knowledge of various regulatory uploads, such as Unique Client Code (UCC), Central Depository Services Limited (CDSL) Depository Participant Module (DPM), KYC Registration Agency (KRA), Central KYC (CKYC), and Prevention of Money Laundering Act (PMLA) systems.
• Excellent verbal and written communication skills, with the ability to effectively communicate complex information to customers and internal stakeholders.
• Proficient in using customer relationship management (CRM) software and ticketing systems to manage and track customer interactions and resolutions.
• Ability to work collaboratively with cross-functional teams, including IT, operations, and compliance, to drive customer-centric initiatives and improvements.
• Demonstrated leadership skills, with the ability to motivate, coach, and mentor team members to achieve high levels of performance and customer satisfaction.