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Customer Service Specialist

1 month ago

Manila, National Capital Region, Philippines Satellite Office Full time

Customer Service Specialist

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A Customer Service Specialist?

Our awesome client, a leading company based in AU is looking for Customer Service Specialist professionals to be part of their team.

We are looking for Customer Service Specialist professionals who can help us take our member experience to a new level

Role Description and Responsibilities

The Customer Service Specialist role is a vital part of our Customer Operations team, providing support for customers using our app to trade on the US stock market. This role requires a tech-savvy individual with a strong interest in share trading, capable of handling diverse inquiries while ensuring a great experience for our customers.

Key Skills & Attributes
  • Tech-savvy: Confident with technology and trading platforms.
  • Interest in share trading: A passion for understanding and discussing trading concepts.
  • Strong communication: Excellent written skills for clear and concise responses.
  • Decisive and resourceful: Ability to make quick decisions and find solutions independently.
  • Work ethic: A dependable workhorse mindset, ready to handle high volumes of inquiries.
  • Attention to detail: Thorough in resolving customer issues and monitoring systems.

Responsibilities

Customer Support via Chat and Email:

  • Respond to chat and email enquiries during the overnight shift with respect to Client systems, trading environment and general enquiries, including:
    1. Onboarding.
    2. Identity verification.
    3. Account funding & maintenance.
    4. Stock availability and related policies.
    5. Trading terminology (e.g., order types and execution, security transfers, settlement and clearing, etc).
    6. Corporate actions including investment income.
    7. Deposits and withdrawals.
    8. General troubleshooting and account-related enquiries.
  • Timely communication of outcomes to customer enquiries in line with Client policies and procedures (e.g., successful change of details).

Proactive Issue Resolution

  • Take ownership of inquiries, leaning in to find answers when unsure.
  • Escalate complex issues appropriately while maintaining a proactive approach to problem-solving.
  • Resolving other administration tasks (e.g., Corp Action assistance).

Monitoring and Reporting:

  • Monitor real-time dashboards to ensure platform availability and performance.
  • Identify and report dashboard anomalies or system outages promptly to relevant teams.
  • Completion of four-eye checks on work completed throughout the day.

Operational Efficiency:

  • Maintain a quick response time for customer interactions, meeting or exceeding service-level agreements (SLAs).
  • Work through backlog emails and ensure all customer concerns are addressed thoroughly before the end of the shift.

Training and Awareness

  • Complete mandatory onboarding and ongoing training in line with policy requirements.
  • Demonstrate awareness of and application of policies, procedures and training related to role.
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