About the Company A top digital wealth platform offering goal-based investment solutions It simplifies investing through technology expert advice and a strong focus on customer experience Job Summary Provide customer support via calls and chats for investment-related queries Ensure quick accurate resolutions while maintaining a qualified and empathetic tone Share feedback to improve products and support BAU tasks as needed Roles and responsibilities - To assist customers with queries related to their investments products features etc via calls and chats and deal with multiple customers- Acquire required product and process knowledge and keep a track of all the changes- Maintaining a positive empathetic and professional attitude toward customers at all times - Identify and assess customers needs to achieve satisfaction- Build sustainable relationships and trust with customer accounts through open and interactive communication- Provide accurate valid and complete information by using the right methods tools and record all customer interactions- Handle customer complaints provide appropriate solutions and alternatives within the time limits follow up to ensure resolution- Follow communication procedures guidelines and policies- Take the extra mile to engage customers- Follow the escalation matrix and SLA to achieve process goals- Gather customer feedback and share with our Product team for improvement- Flexible to switch roles when needed and support chat to keep the BAU activities running smoothly - Flexible to work on rosters - 5 days a week and rotational offs ref updazz com