Assistant Manager – Customer Support
Responsibilities
- Provide best-in-class service to all incoming client queries related to AV’s product and service.
- Maintain an expert knowledge of AV product and service, features, benefits, serve as a resource to team members and act as a consultant to the client for their queries.
- Apply a professional, timely, and proactively approach to escalated issues.
- Understanding enhancements / issues / bugs on the system and ensuring these are filed and tracked for resolution.
- Regularly follow up internally and externally for all outstanding client queries and requests.
- Meet required service levels for the process.
- Demonstrate and promote strong client advocacy & help the team achieve CSATs.
- Provide and facilitate pertinent corporate, inter-departmental, and departmental communications, as necessary.
Skills
- Good understanding of General Ledger, Investment Accounting, Reconciliation and Investment
- Reporting with inclination to learning.
- Understanding of networking, communication concepts and complex software systems.
- Excellent skills in Microsoft Excel
- Highly proactive in approach.
- Proven ability to develop effective working relationships with both local and international stakeholders including the capabilities to negotiate, develop rapport and establish trust.
- Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.
- Willing to stretch working hours to meet client deadlines whenever needed.
- A proven track record of managing clients with timelines and scope.
Experience
- At least 7 years of proven experience in global client support / service in SaaS / Fintech.
- At least 2 years of experience of managing a team.
Qualification
- BA, BS, or B. Com degree required (Bachelor’s degree in accounting/finance/economics)
- Finance or Accounting are preferred major fields
Location
- Nariman Point – Mumbai
Note:
May have to work in a U.S. partial overlap shift on need basis.