Customer Support Associate – Evening/Night Shift including weekend

Position: Customer Support Associate (Japanese Speaking, Weekend/Day to Evening shift)

  • Purpose:

The position provides excellent support to our customers, ensuring that any issues are dealt with effectively and efficiently ensuring a good outcome.

  • Customers:

External Clients, Internal Development team, Finance team, Partners team, Outsourced Support staff, Payment providers

  • Suppliers:

Payment providers, Outsourced Support staff 5. Key Deliverables: 6. Skills, Qualifications, Abilities and Knowledge required:

  • Key Responsibilities:
  • Communicating with clients using email, phone, and live chat in a prompt and responsive manner in native Japanese language.
  • Acknowledging and resolving customer complaints
  • Responding promptly to customer inquiries and ensuring that their needs are understood
  • Record the details and maintain customer database to ensure it is accurate and up to date
  • Providing feedback on the efficiency of the customer service process to Client Support Lead
  • Communicating and coordinating with colleagues as necessary
  • Ensuring customer satisfaction and providing professional customer support
  • Ensure that confidential customer data is handled according to company data privacy requirements
  • Identifying and report potentially suspicious client activities
  • Opening Client accounts, set up, and modifications to accounts as per client requests
  • Client ID verification
  • Assisting with the onboarding of new clients, including AML, CTF and sanctions checks
  • Following Titan FX standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • New client accounts opened in compliance with organisational requirements
  • Clients on-boarded effectively ensuring that are able to commence transacting as soon as possible
  • Any customer queries or problems are dealt with and resolved within the required timeframes and to the client’s satisfaction
  • Ensuring the customer database is up to date and accurate
  • Actively contributing to continuous improvement activities
  • Excellent written and verbal communication skills both in Japanese and English
  • Previous experience in financial services, such as banking, or currency exchange is essential
  • Experience providing customer support in a volume online environment, inclusive oflive chat and email essential
  • Ability to develop strong relationships with clients and internally
  • Ability to work autonomously, as well as part of a team
  • Flexible and keen to learn new tasks
  • Demonstrated ability to work to tight deadlines
  • Capacity to show initiative and solve customer problems
  • Good analytical and problem solving skills
  • Computer Skills, proficient with Excel/Google Spreadsheet and Word/Google Docs
  • Familiar with CRM systems and practises
  • Accurate data entry skills
  • Confident to work independently
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