Client Service Associate (Cantonese Speaker Preferred)
About the job:
Global Client Service is anchored in a Global Sales organization. We service in 15 languages, providing 24/5.5 coverage to all client types including WLCs, IBs, FCs, and Private/Corporate clients. We are located in Denmark, Belgium, the Czech Republic, China, France, India, Netherlands, Singapore and Switzerland
The Client Service team is a support centre assisting Clients on Account, Operations and IT related enquiries and reports; and granting access to Saxo Applications like Trading Platform, Reporting tools, Partner Client Configuration Manager and Partner Client Chat. Client Service is also responsible for digitalising the Saxo self-help journey and process improvements.
This role will be based in Singapore, working closely with the Client Service team based in Singapore, India and Headquarters to support the business teams in APAC.
Responsible in providing excellent customer service to all clients through Inbound and Outbound Calls, Chats and CRM cases
Work by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differently
Technical support and access administration
Assist clients on funding and transfers
Trading Platform and Product assistance and queries
Client data maintenance
Account updates and amendments
Responsible for handling and distributing incoming support and incident questions
Service Level Mandate:
Know and understand our customer needs.
Gain and maintain product knowledge.
Use of all trading platforms and client tools proficiently.
Understand and apply the tiered service level to all client queries regardless of inception.
Fully competent in CRM usage and queue management, according to Team guidelines and SLAs whilst maintain ownership of escalated issues.
Understands the client life cycle stages in CRM and related processes.
Initiate new or update existing WINs and procedures.
Gain awareness and knowledge on new innovation and products.
Work according to compliance rules, regulations and understanding of risk management.
Actively take part in and act as driver in Lean process and meetings
Minimum Diploma holder, at least 1 – 2 years customer service experience preferably within Financial Services industry. Some knowledge of various Capital Markets products will have an added advantage
Possess good spoken and written communication skills in English.
Professional level Mandarin or Cantonese candidates are preferred to handle request from Mandarin and/or Cantonese speaking clients.
Ability to follow clear guidelines and to ensure adherence to all compliance policies and procedures
Ability to take ownership of set tasks & targets
Has passion for providing excellent Customer Service
Professional disposition with an outgoing personality
Able to work as part of a team and independently when necessary
Capable of multitasking and meeting deadlines in a dynamic environment
Diligent and great attention to detail
Strong organizational skills and able to prioritise
Able to work on scheduled public holidays and scheduled shift
The global sales organisation is responsible for growing total realized earnings and assets under management through acquisition of new direct and wholesale clients, as well as through activation of the already existing client relationships, cross- and up-selling, and development of global partnerships.
We aim to be digital-first and implement world-class digital engagement for all our clients and partners and focus on the human touch for our top clients and partners. This ensures that our teams in local offices spend their time on the most value-adding tasks with our partners and top direct clients.
We aspire to be a non-hierarchical, purpose-driven organisation. At Saxo, it is not about entitlement; it is about impact – no matter where you sit in the organisation. A good idea is always taken seriously and you can truly make a difference.
When you work here, you become a Saxonian. Obviously you will get an attractive compensation package. But we also invest in your personal development and offer you large responsibility from day one. We encourage an open feedback culture and a supportive team environment. If you show a collaborative spirit, drive and passion, your learning curve will be steep and your (international) career opportunities with Saxo immense.
At Saxo we don’t just offer a job – we offer an opportunity to invest in your future!
How to apply:
Click the Apply button to create an account and upload your resume (and a short motivation). We look forward to getting to know you better!