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**Customer Service Representative - Full-Time, Gurgaon** As a **Customer Service Representative (CSR) in our Gurgaon office**, you'll play a pivotal role in our client services team, handling a wide range of queries and ensuring exceptional client experiences. Your primary responsibilities will include: - Managing incoming correspondence, processing requests, and handling complaints. - Providing clear explanations of our products and digital tools, guiding clients for optimal usage. - Escalating risk, fraud, or vulnerable customer situations to the appropriate parties promptly. - Maintaining high-quality standards and resolving queries accurately on the first interaction. To excel in this role, you should possess: - Proven experience in customer service, ideally within the finance industry. - Excellent writing skills and a keen eye for detail. - Proficiency in engaging with people, problem-solving, and working collaboratively in a team. - Resilience to tackle challenging situations and adaptability to support other teams as needed. By joining us, you'll have the opportunity to grow your career in a global organization that values your well-being and supports dynamic working arrangements. While this role offers full-time work and a comprehensive benefits package, we're committed to helping you achieve the required competency within four years.
- Compensation
- Not specified
- City
- Not specified
- Country
- India
Currency: Not specified
Full Job Description
About the Opportunity
Job Type: PermanentApplication Deadline: 30 September 2026Job Description
Title Customer Service Representative
Department Client Services
Location Gurgaon
Reports to Assistant Manager/Manager - Customer Relations
Level 1
Were 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. So, join our team and feel like youre part of something bigger.
About your team
- undefined
About your role
A vital source of first-line support, youll help our clients manage their investments and save for the futures they want, mostly through responding to their queries from incoming correspondence. Youll learn and grow every day gaining the skills and knowledge you need to:
Handle and resolve a wide range of queries from an equally wide range of clients and colleagues too
- 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
Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business
Ensure performance is in line with agreed goals and targets, such as maintaining quality standards, resolving the query correctly on the initial interaction
About you
Eager to grow your knowledge and your career, youll fit right in.
Youll succeed because you:
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 responses
Enjoy engaging with people
Have excellent problem-solving skills and a good attention to detail
Be a proactive and positive team player with a desire to improve knowledge across the department
Take personal ownership of your own development, using dedicated personal development time effectively
Have the resilience to deal with challenging situations
Have the flexibility to support other teams based on the business needs
Mandatory Requirement
As a firm supporting activities linked to Fidelitys 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. Therefore, your continuity in this role depends upon achieving the required competency within 48 months from your official joining date.
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. You are encouraged to discuss this with the hiring manager for additional details.
Feel rewarded
For starters, well offer you a comprehensive benefits package. Well value your wellbeing and support your development. And well be as flexible as we can about where and when you work finding a balance that works for all of us. Its all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
Or, if youre feeling inspired, start your journey with us right now.
Location: Gurgaon Office
Time Type: Full time
