Customer Relationship Manager

Key Responsibilities

Customer Interaction & Resolution:

 Respond to inbound calls, emails, live chats, and support tickets promptly, addressing

inquiries related to account setup, orders placement, order execution etc.

 Escalate complex technical or compliance issues to senior teams while maintaining clear

communication with customers.

 Achieve resolution within SLA timelines (e.g., 80% of queries resolved in first contact).

Sales & Upsell Support:

 Identify opportunities to upsell forex products, educate customers on product, process and

services during support interactions.

 Educate clients on forex fundamentals, risk management, and platform features to enhance

their trading confidence.

Documentation & Reporting:

 Maintain accurate records of customer interactions in our CRM system (e.g., Freshdesk or

similar).

 Analyse support trends and provide feedback to improve processes, contributing to monthly

performance reports.

Compliance & Quality Assurance:

 Adhere to regulatory guidelines and company policies on data privacy and anti-money

laundering.

 Participate in quality audits, training sessions, and knowledge-sharing to stay updated on

forex market trends.

Team Collaboration:

 Collaborate with sales, product, and operations teams to resolve cross-functional issues.

 Support peak-hour coverage and contribute to maximum customer query resolution.

Requirements

 Education: Bachelor’s degree in business, Finance, Commerce, or a related field (or

equivalent experience).

 Experience: 1-2 years in customer support, preferably in fintech, banking, or

forex/brokerage services. Freshers with strong communication skills and finance interest are

encouraged to apply.

Technical Skills:

 Proficiency in MS Office, CRM tools (e.g., Freshdesk).

 Language Skills: Fluent in English (mandatory); proficiency in Hindi or other regional

languages is a plus for serving diverse clients.

 Soft Skills: Excellent verbal and written communication, empathy, problem-solving mindset,

and ability to handle high-pressure situations with a positive attitude.