Director of Client Service Management working with Fidelity to support next - generation transfer agent operations. Building client relationships and improving operational health through strategic oversight and collaboration.
About the role
- Client Support Officer assisting Malaysian-based clients of BID Operations through live chats and emails. Ensuring top-notch customer service and regulatory compliance in diverse inquiries.
Responsibilities
- Respond to incoming live chats and emails with a friendly, professional, and efficient approach.
- Identify the questions, concerns and overall needs of our diverse customers around the world.
- Provide accurate answers and innovative solutions to meet our customers' inquiries.
- Address customer complaints with a compassionate and patient demeanour.
- Redirect customers to the appropriate departments when necessary, ensuring a seamless experience.
- Perform KYC and due diligence reviews on new customer account openings to ensure regulatory and policy compliance.
- Review and validate customer profiles, following up with clients to resolve deficiencies and complete onboarding requirements efficiently.
- Collaborate closely with our Support and Sales teams, as well as other departments, to guarantee our customers' overall satisfaction.
- Follow our company’s communication procedures, policies, and guidelines to maintain smooth operations.
Requirements
- Exceptional written and verbal communication skills in both English and Chinese.
- A talent for consistently providing exception customer service.
- Strong problem-solving and critical thinking abilities.
- Knowledge on KYC would be an added advantage, but not necessary.
- The knack for multitasking, setting priorities, and meeting deadlines in a fast-paced business environment.
- Meticulous attention to detail, your work is accurate, responsible, independent, and customer oriented.
- An open, positive and enthusiastic personality.
- Adaptability to change with a high tolerance for handling stressful situations.
Benefits
- Opportunities for enriching career growth, including exposure to regional contexts.
- Healthcare coverage (medical, dental, optical), gym benefits
- Young, vibrant and open work culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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