Executive - Customer Support Job in Wsfx

Executive - Customer Support

Experience: 0 - 2+ Years

Education: Graduation

Location: Mumbai

About the Role

We are seeking a motivated and customer-centric Executive - Customer Support to join our team. As a key member of the support function, you will be responsible for providing high-quality service to our customers by addressing inquiries, resolving issues, and ensuring a positive experience throughout the customer journey. You will have the opportunity to deepen your knowledge of the Forex ecosystem and enhance your communication and problem-solving skills while working in a dynamic environment.

Key Responsibilities

• Forex Product Knowledge:
  • Develop a strong understanding of the Forex ecosystem, associated products, and the applicable guidelines set by RBI and FEMA.
• Customer Communication:
  • Respond to customer inquiries via emails, support tickets, and inbound/outbound calls in a timely and professional manner.
• Issue Resolution:
  • Address customer issues effectively, troubleshooting and resolving queries while escalating more complex concerns to senior team members when needed.
• Tracking & Follow-Up:
  • Maintain detailed and up-to-date records of all customer interactions. Follow up on open queries to ensure resolution and customer satisfaction.
• Collaboration with Teams:
  • Work closely with internal teams to ensure that customer concerns are addressed quickly and efficiently.
• Service Improvement:
  • Continuously seek opportunities to improve customer service processes and contribute to the enhancement of service quality standards.

Key Skills and Qualifications

Essential Skills

• Strong Communication Skills: Excellent verbal and written communication skills to interact effectively with customers and internal teams.
• Problem-Solving Abilities: Ability to troubleshoot and resolve customer issues in a quick and efficient manner.
• Time Management: Ability to manage multiple tasks efficiently, prioritize workloads, and meet deadlines.
• Follow-Up & Tracking: Strong attention to detail with a focus on tracking interactions and ensuring timely follow-up.

Knowledge & Attributes

• Understanding of Forex: A basic understanding of Forex products and services will be beneficial.
• Team Collaboration: Ability to work collaboratively with other team members and departments to resolve customer issues.
• Adaptability & Quick Learning: Willingness to adapt to new tools, processes, and customer service practices in a fast-paced environment.

What We Offer

• A dynamic work environment where you can grow and enhance your customer service skills.
• Exposure to the Forex ecosystem and financial services industry.
• A collaborative and supportive team culture.
• Competitive salary and benefits package.