Customer Service Executive

Key responsibilities

• First touchpoint for newly onboarded clients.

1. Welcome new clients with welcome kit.
2. Guide them on how to set up their wallet and how to navigate our app and offerings.
3. Guide them on our offerings, fees, subscription process, and secondary trading platform.
4. Assess their investment preferences and objectives.
5. Tag them to the relevant Client Account Manager.

• Customer support.

1. Respond promptly and professionally to customer inquiries via various channels (phone, email, chat, digital tools).
2. Provide accurate information about onboarding and company policies.
3. Assist customers and our Client Account Managers in troubleshooting issues and resolving problems efficiently.

• Issue resolution.

1. Investigate and analyze customer concerns, provide effective and timely solutions.
2. Collaborate with other internal teams, such as technical support or sales, to escalate and resolve complex issues.
3. Maintain accurate and detailed records of customer interactions and issue resolutions.

• Documentation and reporting.

1. Maintain accurate records of client inquiries, feedback, preferences, and issue resolutions in Salesforce.
2. Generate regular reports on customer support metrics, such as response time, resolution time, and customer satisfaction ratings.
3. Identify trends and patterns in inquiries to assist in process improvements.

• Business knowledge and proactive follow up.

1. Develop a good understanding of our service initiatives and stay up to date with new features and enhancements.
2. Engage with clients and channel potential sales opportunities to client account team for sales follow up
3. Ensure good knowledge of business, client engagement activities, and promotions for proactive follow up.
4. Clearly communicate information to customers and provide feedback to the Head of Consumer Group and relevant team members regarding customer needs and suggestions for improvement.

• Continuous improvement.

1. Continuously seek opportunities to improve customer service processes and procedures.

• Establish trust with clients.

1. Act as a reliable point of contact, demonstrate empathy, patience, and professionalism in all customer interactions.
2. Proactively identify opportunities to enhance the customer experience.

Requirements

• 3+ years of experience in customer service or a related field. Familiarity with customer support software and ticketing systems is desirable.
• Experience in the financial/fintech industry preferred.
• Active listening skills to understand customer needs and provide appropriate solutions.
• Passion for delivering exceptional customer service and a genuine desire to help customers succeed. Ability to remain calm and composed when dealing with challenging situations or difficult customers.
• Strong communication skills, with the ability to articulate in a clear and concise manner.
• Strong analytical and problem-solving abilities to assess customer issues and provide effective solutions. Ability to think creatively and adapt solutions to meet unique customer requirements.
• Excellent time management and organizational skills to manage multiple customer inquiries and prioritize tasks effectively. Ability to work efficiently in a fast-paced environment and meet deadlines.
• A strong team player with a demonstrated ability to work collaboratively with cross-functional teams and contribute to a positive team environment. Willingness to share knowledge, learn from others, and support team members as needed.
• Basic understanding of financial services, products, and technology platforms. Familiarity with software applications, online platforms, etc.
• Proficient in written and spoken English; fluency in Mandarin a plus.