Client Service Associate/デンマークに本社を構えるオンライン証券の求人

●About the Role
Client and Partner Service is a client-facing team anchored in Group Commercial, the department responsible for the entire client experience, encompassing all client-facing touchpoints across channels, platforms and client segments.

We service all client types from direct retail to institutional. We are the first point of contact for most clients, assisting clients with a broad array of queries from trading to funding-related questions. We also support and collaborate with many teams throughout the organization including Global Command Centre (GCC), Global Sales Trading (GST), Electronic Trading, Legal, Compliance, and all Operations teams.

Client Services is one team spread over locations in Denmark, India, Netherlands, and Singapore, covering 24/5.5 hrs. in 15 languages. We interact with clients via phone, platform chat, and cases. This role will be based in Tokyo, working closely with the global service team.


●Responsibilities
Respond to client inquiries promptly and deliver comprehensive support via phone, chat, and email
Escalate issue internally through inhouse system
Assist customers in resolving a wide range of issues
Document client interactions and file complaints or claims without delay,
Meet SLA target
Contribute ideas to improve communication effectiveness and efficiency based on client feedback
Streamline the current process to improve efficiency, reduce delays, and enhance the overall client experience (e.g. ideas on FAQ article)
Review and update internal procedures


●Service Level Mandate
Know and understand our customer needs
Participate in global training programs, gain awareness and knowledge on new innovation and existing products
Use of all trading platforms and client tools proficiently.
Understand and apply the tiered service level to all client queries regardless of inception.
Understand the client life cycle stages in CRM and related processes.
Fully competent in CRM usage and queue management, according to Team guidelines and SLAs whilst maintaining ownership of escalated issues.
Work according to compliance rules, regulations and understanding of risk management.
Actively take part in and act as driver in Lean process and meetings

Strong team orientation, supporting colleagues and fostering open communication to drive collective success
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 advantage
Passion for providing excellent Customer Service and comfortable in making outgoing cold calls to leads
Ability to take ownership of set tasks & targets
Strong organizational with great attention to detail
Capable of multitasking, prioritise and meet deadlines in a dynamic environment
Able to work as part of a team and independently when necessary
Ability to follow clear guidelines and to ensure adherence to all compliance policies and procedures
Possess good spoken and written communication skills in English.
JSDA licensed holders are preferred
Able to work on scheduled shifts and overtime if necessary

デンマークに本社を構えるオンライン銀行の子会社