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Customer Support Associate - Weekend/Morning to Evening Shift

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Japan

Offer summary

Qualifications:

Fluency in Japanese is a must, Experience in financial services required, Background in volume online customer support, Proficient in Excel, Google Docs, CRM systems, Strong written and verbal English communication skills.

Key responsabilities:

Communicate with clients via email, phone, and chat
Resolve customer complaints and inquiries promptly
Maintain customer database for accuracy
Provide professional customer support ensuring satisfaction
Assist with onboarding and client account processes

Titan FX Financial Services SME https://titanfx.com/

51 - 200 Employees

See more Titan FX offers

Job description

Job Details

Working hours: 8 hours shift from 7 am to 9 pm Melbourne time (The main cover time would be 8 am to 5 pm) Melbourne time 5 days a week, including weekends
Full-time position
Fluency in Japanese is a MUST
Salary indicative depending on location

Key Responsibilities

Communicating with clients using email, phone, and live chat in a prompt and responsive manner
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 Manager
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

Key Deliverables

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

What we’re looking for:

Previous experience in financial services, such as banking, or currency exchange is essential
Experience providing customer support in a volume online environment, inclusive of live chat and email essential
Excellent written and verbal communication skills both in Japanese and English
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 practices
Accurate data entry skills