Client Service Associate
6 months ago
About the Job:
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 center 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 digitalizing the Saxo self-help journey and process improvements.
This role will be based in Singapore, working closely with the Client Service team based in Singapore, 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 CasesWork by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differentlyTechnical support and access administrationAssist clients on funding and transfersTrading Platform and Product assistance and queriesClient ReportingClient data maintenanceAccount updates and amendmentsResponsible for handling and distributing incoming support and incident questionsService 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 meetingsRequirements
Minimum Diploma holder, at least 1 – 2 years customer service experience preferably within Financial Services industry. Some knowledge of various Capital Markets products will have an added advantagePossess good spoken and written communication skills in English.Professional level Mandarin and/or Cantonese candidates are preferred.Ability to follow clear guidelines and to ensure adherence to all compliance policies and proceduresAbility to take ownership of set tasks & targetsHas passion for providing excellent Customer ServiceProfessional disposition with an outgoing personalityAble to work as part of a team and independently when necessaryCapable of multitasking and meeting deadlines in a dynamic environmentDiligent and great attention to detailStrong organizational skills and able to prioritiseAble to work on scheduled public holidays and scheduled shiftWe offer an attractive salary and benefits package and the opportunity to be a part of a dynamic and passionate team.
We offer :
We get curious people invested in the world
When you work at Saxo, you become a Saxonian and part of a purpose-driven organisation, where good ideas are always taken seriously, and where you can make a true impact. We are invested in your development, and you can expect a robust career from day one when you join Saxo – no matter which role you take on.
You will join 2,500 other ambitious colleagues across 15 countries and become part of an international organisation. Working in Saxo, you will get to meet colleagues from many different cultures and backgrounds, and you should know that we value diversity and inclusion and see it as a genuine source of strength to drive growth, foster innovation and position us for long-term success.
We encourage an open feedback culture and supportive team environments enabling employees to grow and fulfil their career aspirations.
When you bring passion, curiosity, drive and team spirit, your learning journey will be dynamic and your career opportunities in Saxo will be immense.
At Saxo we don’t just offer a job – we offer an opportunity to invest in your future
How to apply :
Click here to create an account and upload your resume and a short motivation. We look forward to getting to know you better
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