Global Client Service is anchored in a Global Sales organization. We service in 15 languages, providing 24/5.5 coverage to all client types including WLCs, IBs, FCs, and Private/Corporate clients. We are located in Denmark, Belgium, the Czech Republic, China, France, India, Netherlands, Singapore and Switzerland.
The Client Service team is a support centre assisting Clients on Account, Operations and IT related enquiries and reports; and granting access to Saxo Applications like Trading Platform, Reporting tools, Partner Client Configuration Manager and Partner Client Chat. Client Service is also responsible for digitalising the Saxo self-help journey and process improvements.
This role will be working closely with the Client Service team based in Tokyo, India and Headquarters, to support the business teams in APAC.
Responsibilities:
- Responsible in providing excellent customer service to all clients through Inbound and Outbound Calls, Chats and CRM cases
- Work by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differently
- Responsible for handling incoming support and incident queries
- Technical support and access administration
- Assist clients on funding and transfer queries
- Trading Platform and Product assistance and queries
- Client reporting queries
- Client data maintenance
- Account updates and amendments
- Manage the digital client journey on the website help portal
Service Level Mandate:
- Know and understand our customer needs.
- Gain and maintain product knowledge.
- Use of all trading platforms and client tools proficiently.
- Understand and apply the tiered service level to all client queries regardless of inception.
- Fully competent in CRM usage and queue management, according to Team guidelines and SLAs whilst maintain ownership of escalated issues.
- Understands the client life cycle stages in CRM and related processes.
- Initiate new or update existing WINs and procedures.
- Gain awareness and knowledge on new innovation and products.
- Work according to compliance rules, regulations and understanding of risk management.
- Actively take part in and act as driver in Lean process and meetings
Requirements
- Minimum Diploma holder, at least 1 – 2 years customer service experience within Financial Services industry. Some knowledge of various Capital Markets products will have an added advantage
- Possess good spoken and written communication skills in English and Japanese as this role will only service Japanese clients
- JSDA licensed holders are preferred.
- Ability to follow clear guidelines and to ensure adherence to all compliance policies and procedures
- Ability to take ownership of set tasks & targets
- Has passion for providing excellent Customer Service
- Professional disposition with an outgoing personality
- Able to work as part of a team and independently when necessary
- Capable of multitasking and meeting deadlines in a dynamic environment
- Diligent and great attention to detail
- Strong organizational skills and able to prioritise
- Able to work on scheduled public holidays and scheduled shift
