Customer Service Specialist

Customer Service And Sales Pasig City, National Capital Region

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:
○ onboarding;
○ Identity verification;
○ Account funding & maintenance;
○ Stock availability and related policies;
○ Trading terminology (e.g., order types and execution, security transfers, settlement and clearing, etc);
○ Corporate actions including investment income;
○ Deposits and withdrawals;
○ General troubleshooting and account-related enquiries.
Timely communication of outcomes to customer enquiries in line with Client policies and procedures (eg: successful change of details etc.)

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 (eg: Corp Action assistance etc.)

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