ROLE AND RESPONSIBILITIES (include but are not limited to):
We have an opportunity for a bilingual Client Services Associate (Mandarin & English) to join our team. This role will be based onsite 5 days per week in KL office (Mid Valley City). Roster will be Monday - Friday on a rotating roster. Shift times are 8am to 5pm or 2pm to 11pm. You will be required to work on certain Public Holidays on rotation basis.
Support the client services team to provide world class services and ensure the efficient operation of the function.
May monitor call queues, call volume, and other metrics. Ensures the volume of work produced meets product/service standards and exceeds quality standards.
Sounds knowledge of Financial Products such as Forex, Commodities, Index.
Provide proactive and timely support for clients, conducting platform demonstrations and maintaining general support
Provide excellent and high calibre client service to ensure a positive experience for all clients, focussing on getting it right first time, acting as a brand ambassador in all client interactions
Responding to clients enquiries and providing clients with product knowledge to ensure optimum utilisation of products and platforms
Proactively identify opportunities to improve the client experience.
Maintain KPI and SLA targets, both individually and as a team
Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required.
Proactively identify and cross sell additional products and services to existing clients
Take ownership for ensuring accurate client information is recorded in relevant internal systems (e.g. Pega) in a timely manner if required.
Participate in targeted outbound calling incentives
Conducting product training for new starters as part of the induction and buddy program
Other duties as appropriate to the position
Job Types: Full-time, Permanent
Pay: RM4,500.00 - RM5,500.00 per month
Benefits:
- Opportunities for promotion
- Professional development
Work Location: In person
