Customer Experience Executive

Role Overview

• Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards
• Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards
• Respond to basic queries referring to senior colleagues where appropriate
• Contribute to the completion of the team’s workload
• Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service
• Undertake duties at a similar level as required
• Ensure compliance with Equiniti’s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times
• Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators
• Complete work within the security arrangements of Equiniti
• Ensure that all work is undertaken within the quality system
• Ensure that work and ethics comply with all security arrangements both physical and information
• Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements
• You will be following the respective US business holiday calendar

Requirements

• Excellent communication skills
• Strong phone and verbal communication skills along with active listening
• Graduation/Degree in any field
• Should be able to work in US shifts
• Proven experience in a customer support role
• Meeting targets for accuracy, quality, volume and agreed service levels
• Familiarity with CRM systems and practices
• Basic understanding of data protection principles and knowledge in AML
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Adherence to procedures and regulations
• Demonstrate willingness to contribute to team beyond own immediate tasks

Benefits

• 3 days of additional leaves on & above statutory requirement along with 2 days of voluntary leaves to pursue the CSR initiatives
• Business related certification expense reimbursement
• Comprehensive Medical Assurance coverage for dependents & Parents
• Cab transport for staff working in UK & US shift
• Accidental & Life cover 3 times of concerned CTC