Operation Associate

7 days ago

Kuala Lumpur, Malaysia Agensi Pekerjaan EPS Consultants Sdn Bhd Full time

**Client Background**:A global financial corporation with a diversified portfolio of businesses spanning across Europe and Asia. Headquartered in London, with international affiliates in Hong Kong, Taipei, Bangkok, Vietnam, Indonesia, Malaysia, Moscow, Abu Dhabi, Cairo. They provide a wide range of financial products services (FX, Commodities, Indices, Cryptocurrencies) to investors, professional traders, and financial institutions worldwide. Currently expanding its customer service hub in Kuala Lumpur, Malaysia.
**Industry**:Financial
**Location**:Kuala Lumpur
**Tenure**:Permanent
**Remuneration**:Basic Salary + Allowance + Bonus + Attractive Benefit Package
**Job Description**:

- Process daily operational requests from customers on a timely and accurate manner.
- Responsible in completing daily operational requests and working with respective stakeholders to process required actions.
- Strong follow through on customer requests and managing customer's expectations.
- Perform in accordance with key performance metrics and contribute as a strong team player by going the extra miles to assist one another.
- Strong adherence to SOPs / manuals when performing daily tasks.
- Escalate to team leader upon detection of gaps/ shortcomings on the existing processes.
- Excel in daily tasks by keeping up to date on training and updates on changes to processes / systems / campaigns.
- Pay attention to issues or concerns that require escalation to resolve which may indicate a larger underlying problem.
- Manage customer's expectation by escalating complex enquiries to Team Leader to explore win-win solutions for both customers and client
- Attend and participate in daily huddle to understand key highlights on area of focus, new updates, what went well and learning points from previous day.
- Responsible to provide good customer experience on every interaction with clients.
- Embrace company core values and embed these values into the day-to-day tasks when serving clients and dealing with internal stakeholders.
**Experience & Skills**:

- At least 3 years of relevant experience on operations processing in customer service / contact centre environment.
- Experience gained in FX/Finance industry will be an added advantage.
- Able to multi-task, eye for details, fast learner, good follow through, problem solving skill, good comprehension, customer relations and proactive mindset.
- Fluent in English, Vietnamese(verbal and written) is a must.
- Must be able to work on shifts

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