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Client Experience Champion

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Tbwa ChiatDay Inc Full time

About the Job

We are seeking an experienced Client Services Specialist to join our team. The successful candidate will be responsible for delivering exceptional customer service and ensuring client satisfaction.

The Client Services Specialist will serve as a key point of contact for our valued clients, providing them with expert guidance, resolving issues, and building strong relationships.

Your Responsibilities

  1. Deliver personalized support and address client inquiries, concerns, and requests in a timely, empathetic, and professional manner.
  2. Proactively and effectively manage and follow up on client inquiries/complaints in accordance with established internal policies and department SOPs.
  3. Perform trade investigation/validation/affirmation for MT4.
  4. Escalate any cash adjustments required and compliance issues.
  5. Collaborate with internal teams to deliver a highly personalized client experience.
  6. Understand customers' needs and convert constructive feedback to management.
  7. Manage escalations to Senior managers and relevant Stakeholders as appropriate.
  8. Ensure adherence to quality standards, regulatory requirements, and protocols while meeting KPI and SLA consistently.
  9. Be the subject matter expert with Axi's trading products and platforms and keep up to date on general market conditions to attend inquiries and provide first-class trading experience.
  10. Ensure compliance with the CX Charter, Code of Conduct, company policies, procedures, guidelines, and training plans.
  11. Fluent in English, Korean (verbal and written) is a must to deal with Korean speaking clients.

Requirements

  • Proven experience in a customer service role, preferably within the financial services industry.
  • Excellent communication and interpersonal skills with the ability to empathize with clients.
  • Fluent in English, Korean (verbal and written) is a must to deal with Korean speaking clients.
  • Strong problem-solving abilities and a keen attention to detail.
  • Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
  • Proficiency in using CRM and Service desk systems, preferably Zendesk and Salesforce.
  • Ability to multitask and prioritize workload in a fast-paced environment.
  • Commitment to continuous learning and professional development.
  • Self-driven and proactive mindset, not afraid of taking on challenges or responsibilities.
  • This role entails the need for the candidate to be able to work on rotating daytime shifts.