1st Line Customer Support Agent (Permanent)

1st Line Customer Support Agent (Permanent) Company: Fidelity International Job Location: Gurugram, Haryana, India Employment Type: Full-time Experience Required: 50+ years Job Type: Permanent Department Client Services Reports to Assistant Manager/Manager - Customer Relations Level 1 We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this By working together - and supporting each other - all over the world. A vital source of first-line support, you'll help our clients manage their investments and save for the futures they want, mostly through responding to their queries from incoming correspondence. Process requests and manage or escalate any complaints Make every letter and email a positive and helpful experience Explain our products and services, while making sure our clients can get the best out of our tools Quickly and efficiently escalate risk, potential fraud, or vulnerable customer situations, ensuring escalation to the appropriate person Ensure performance is in line with agreed goals and targets, such as maintaining quality standards, resolving the query correctly on the initial interaction Have solid experience in a customer service environment - ideally finance-related As you will mostly be handling incoming correspondence queries, you will have excellent writing skills and be able to create clear and accurate responsesHave the flexibility to support other teams based on the business needs As a firm supporting activities linked to Fidelity's UK-regulated business, FIL India applies high internal standards to ensure that our employees achieve and maintain the minimum competency as determined by us to discharge their responsibilities. The criteria are to pass a specific exam, complete mandatory training as assigned, and continuously display the desired behaviours and skills expected from the role holder. The company will provide reasonable support in the achievement of the qualification. For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work - finding a balance that works for all of us. .