Associate - Email/Chat Support

About Company:

Scripbox is a leading wealth management company with over 14 years of expertise and more than ₹23,000 crore in assets under management (AUM). We offer a comprehensive suite of wealth management solutions, including Mutual Fund Services (MFS), Registered Investment Advisor (RIA), and Portfolio Management Services (PMS), helping clients achieve their long-term financial goals.

As part of our growth journey, Scripbox has successfully acquired and integrated 10 companies since 2021, expanding our presence across eight office locations. Backed by Series D funding, we continue to scale rapidly, strengthen our wealth management capabilities, and deliver innovative, client-centric investment solutions across India.

Role Overview:

E-mail Agent is a person who provides assistance to customers via email. This role includes developing customer relationships, solving customer issues, promoting products and services, maintaining their job knowledge etc..

Key Responsibilities:

1. To assist customers with queries related to their investments, products , features etc via Emails and deal with multiple customers at the same time.

2. Acquire required product and process knowledge and keep a track of all the changes

3. Maintaining a positive, empathetic and professional attitude toward customers at all times.

4. Handling all the email tickets during the working hours and ensure there are no backlogs

5. Handle customer complaints effectively and track them until closure

6. Follow the escalation matrix and SLA to achieve process goals

7. To manage all daily tasks and duties related to the process with strict compliance to guidelines.

8. Coordinate with other departments to get the information required to close the customer tickets

9. Extreme dedication, sincerity and willingness to go the extra mile

10. Gather customer feedback and share with our Product team for improvement

11. Flexible to switch roles when needed and support calls and chat to keep the BAU activities running smoothly.

12. Flexible to work on rosters - 5 days a week and rotational offs

Qualification:

1. Bachelor’s degree (or equivalent)

Skills:

1. 2 - 4 experience in the contact center/BPO industry

2. English: Fluent

3. Excellent typing skills

4. Prior experience of handling emails

5. Basic knowledge of Mutual funds is mandatory

6. Knowledge of Insurance and Stocks will be an added advantage

What We Offer :

1. Competitive salary with comprehensive benefits, including NPS, gratuity, and performance-based rewards that recognize your skills and contributions.

2. Performance-based variable pay and incentive programs (role-based), along with additional function-specific benefits where applicable.

3. Flexible work policies that support work-life balance while enabling collaboration and productivity.

4. Annual learning and development allowance to support your professional growth, continuous learning, and upskilling.

5. Clear career progression opportunities with exposure to challenging, high-impact work in a collaborative, inclusive, and innovation-driven environment.

6. Comprehensive health benefits.