The Client Service team is a support centre assisting Clients on Account, Operations and IT related enquiries and reports; and granting access to Applications like Trading Platform, Reporting tools, Partner Client Configuration Manager and Partner Client Chat.
Client Service is also responsible for digitalising the self-help journey and process improvements.
This role will be working closely with the Client Service team based with our asia partners 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
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 preferably within Financial Services industry. Some knowledge of various financial products will have an added advantage
- Possess good spoken and written communication skills in English and Japanese as this role will need to handle Japanese client issue in Japan.
- 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
