Job Description: Customer Engagement Specialist

Location: Gurugram

Employment Type: Full-time

Department: Customer Support

Languages Known: English, Kannada, Malayalam, and Tamil. Proficiency in at least one regional language is mandatory.

Job Summary

We are seeking a proactive and customer-centric Customer Support Executive to join our investment platform. The role involves assisting customers with account-related queries, onboarding, KYC processes, platform navigation, transaction-related concerns, and general product support while delivering a seamless customer experience. The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and a keen interest in financial services and investment products.

Key Responsibilities

- Respond to customer inquiries through multiple support channels, including inbound and outbound calls, email, chat, and other communication platforms.
- Provide end-to-end customer support for account opening, onboarding, KYC verification, login issues, profile updates, and pre- and post-investment-related queries or concerns.
- Assist customers with platform navigation, product-related information, and account functionalities while adhering to approved support guidelines.
- Educate customers on platform features, processes, and services
- Identify and escalate complex, sensitive, or unresolved customer issues to the relevant internal teams for timely resolution.
- Coordinate with internal teams such as Operations, Compliance, Product, and Technology teams to resolve customer concerns.




- Follow up with customers to ensure timely resolution and maintain a positive customer experience.
- Maintain a strong understanding of company products, processes, policies, and regulatory requirements.
- Ensure compliance with internal processes, data privacy guidelines, and industry standards.
- Meet defined service levels, productivity targets, quality standards, and customer satisfaction goals.

Qualifications

- Bachelor's degree in any discipline (Commerce, Finance, Business Administration, or related fields preferred).
- 15 years of experience in customer support, preferably in fintech, banking, broking, or investment services.
- Freshers with solid communication skills and an interest in financial markets may also be considered.

Required Skills

- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Good analytical and problem-solving abilities.
- Basic understanding of investment products such as, bonds or fixed-income products is preferred.
- Familiarity with KYC/AML processes and financial services operations is an advantage.
- Ability to multitask and work efficiently in a fast-paced environment.High attention to detail and commitment to accuracy.
- Ability to handle confidential customer information with professionalism and integrity.

Preferred Attributes

- Interest in financial markets and investment products.
- Ability to explain financial concepts in a simple and customer-friendly manner.
- Calm, empathetic, and solution-oriented approach to customer interactions.

📌 Customer Engagement Specialist (Delhi)
🏢 Oxyzo Financial Services
📍 Delhi