What you will do

• Customer Interaction & Issue Resolution:
• Operate across customer service channels (email, phone, app, or chat) to address and process client inquiries and requests.
• Provide clear, accurate answers to customer questions related to account management, investment transactions, and other securities services.
• Assist with resolving customer issues, including transaction errors, technical difficulties, and general support requests.
• Account & Transaction Management:
• Support clients in account opening, activation, and maintenance processes, ensuring all required documentation is accurate and complete.
• Process transaction changes, fund transfers, and other securities-related requests as per company policies.
• Respond to client inquiries regarding the activities of listed companies, such as dividend payments and rights issues.
• Securities Product & Service Support:
• Provide clients with detailed guidance on securities products, such as stock trading and mutual funds.
• Educate clients on using trading platforms, mobile applications, and other tools effectively.
• Customer Feedback & Reporting:
• Record and manage customer interactions and feedback in the system, maintaining accurate and detailed logs.
• Prepare and share regular reports with management, highlighting customer concerns and recommending improvements to enhance client satisfaction.
• Measure and monitor customer satisfaction levels through surveys, feedback, and other evaluation methods.
• Analyze customer satisfaction data (CSAT) to identify trends, areas for improvement, and actionable insights.
• Other Duties:
• Collaborate with internal teams (operations, compliance, and IT) to resolve customer issues and implement solutions.
• Support other tasks and projects assigned by management to improve customer service processes and offerings.

What you will need

• Bachelor’s degree in Finance, Business Administration, or a related field.
• 3+ years of experience in customer service, preferably in financial or securities services.
• Familiarity with securities products, trading platforms, and account management processes is an advantage.
• Excellent communication and problem-solving skills.
• Proficient in using customer support tools and systems.
• Ability to work effectively under pressure and manage multiple tasks.