Calling Agent

Job Description

Calling Agent is a person who provides assistance to customers via calls. Their primary role is to address customer issues and resolve them in a timely and efficient manner.

Qualification for Calling Agent:

1. 2 or more years experience in the contact centre and preferably in the wealth management industry
2. Bachelor’s degree (or equivalent)
3. English: Fluent
4. Ability to speak 2 or more regional languages
5. Good knowledge of Mutual funds, Knowledge of Insurance and Stocks will be an added advantage

Roles and responsibilities

1. To assist customers with queries related to their investments, products , features etc via calls and deal with multiple customers
2. Acquire required product and process knowledge and keep a track of all the changes
3. Maintaining a positive, empathetic and professional attitude toward customers at all times.
4. Identify and assess customers’ needs to achieve satisfaction
5. Build sustainable relationships and trust with customer accounts through open and interactive communication
6. Provide accurate, valid and complete information by using the right methods/tools and record all customer interactions
7. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
8. Follow communication procedures, guidelines and policies
9. Take the extra mile to engage customers
10. Follow the escalation matrix and SLA to achieve process goals
11. Gather customer feedback and share with our Product team for improvement
12. Flexible to switch roles when needed and support chat to keep the BAU activities running smoothly.
13. Flexible to work on rosters - 5 days a week and rotational offs