Customer Support Executive (Email)

Job Description

Position Overview: As a part of our Customer Success team at MProfit, you will be a crucial part of our mission to ensure all our customers’ success and satisfaction. You will interact with our diverse customer base, assisting them with inquiries, resolving issues, and ensuring they have a positive experience using our wealth-tech solutions. You will independently manage the end-to-end ticket management process: ticket assignment, closure, responses, and issue resolution. Key Responsibilities: 1. End-to-End Ticket Management: ● Independently handle customer support tickets from initial contact through resolution, ensuring timely and effective communication and issue resolution. ● Prioritize and escalate tickets to meet customer expectations and service level agreements (SLAs). ● Continuously monitor ticket queues to identify trends, common issues, and opportunities for process improvement. 2. Cross-Functional Collaboration: ● Collaborate closely with other departments, to ensure alignment on customer needs, product updates, and service offerings. ● Serve as a subject matter expert on customer issues and feedback, providing insights and recommendations to inform product development and strategic decision-making. 3. Responding to Customer Inquiries: ● Monitor and manage the support email inbox. ● Respond promptly to customer inquiries, requests, and complaints via email. ● Provide accurate, clear, and helpful information to address customer concerns and resolve issues. 4. Handling Customer Feedback: ● Acknowledge and address customer feedback, suggestions, and complaints received via email. ● Document and categorize customer feedback for analysis and reporting purposes. ● Advocate for customer needs and contribute insights for product or service improvements based on feedback trends. 5. Maintaining Communication Standards: ● Adhere to company communication guidelines and standards for email correspondence. ● Ensure professional and courteous language in all interactions with customers. ● Manage email communication volume effectively to maintain response time targets and customer satisfaction. 6. Issue Resolution: ● Respond promptly to customer inquiries and complaints, demonstrating empathy, patience, and a commitment to finding solutions that exceed expectations. ● Escalate complex issues to appropriate stakeholders while maintaining ownership and accountability for timely resolution. ● Document all interactions and resolutions in our helpdesk ticketing systems to maintain accurate records and facilitate knowledge sharing within the organisation Qualifications: ● Bachelor's degree in a relevant field or equivalent work experience. ● 3+ years of experience in a non-voice (email preferred) customer support role. ● Strong understanding of financial technology and SaaS platforms. ● In-depth knowledge of financial products, services and industry regulations. Familiarity with various financial instruments such as stocks, bonds, mutual funds, derivatives, and other investment instruments. (Would be a plus) ● Exceptional written communication skills in English. ● Problem-solving skills with the ability to analyze and resolve complex issues along with a customer-centric mindset. ● Proficiency in setting up, using, and managing help-desk software and ticketing systems like Freshdesk, Zendesk, Zoho Desk etc. ● Strong organizational and time management skill