Customer Service - Financial Industry

Job description

We are currently seeking a Customer Service Executive (CSE) to join our Regional Customer Service Team. This position requires financial service knowledge, computer literacy with particular emphasis on Microsoft Office Applications and other CRM systems; excellent customer-oriented/people skill and English competency to communicate with stakeholders in other regions and head quarter when required.

Key Objective of Role

Assist clients by collaborating with sales teams and marketing team to provide our clients with the best ZFX financial products and service. The CSE will also process system operation to fulfill customers and partners’ needs to ensure the highest customer satisfaction.

Key responsibilities:

Your primary responsibilities, but not limited to:

• Respond promptly to client's and partner's inquiries and complaints on various channels (Livechat, instant Messages, phone calls).
• Promote company’s product to clients and partners during communication
• Direct cooperation needs from potential partners to higher management
• Open clients' and partner's account, verify their documents, banks account
• Process and record all clients bank transactions to their MT4 wallet
• Calculate and setup Rebate, IB tree structure, MAM system for sales and partners
• Troubleshoot, investigate, and resolve system issues if it is within the department capabilities. Otherwise, record and report the issues to higher management or related departments (IT, marketing, finance, sales) for optimization
• Collaborate with Sales and Marketing team to provide instruction about the system, and mediate sales-related disputes if required
• Coordinate with Human Resources department in onboarding or off-boarding process for sales
• Ensure smooth and efficient communication across departments
• Fulfill any tasks requested by senior management

Requirements:

• Degree holder in any discipline. Major in Finance, Economics or business-related is preferred.
• Minimum 1 year of customer service experience in any industry.
• Native Vietnamese with English competency of IELTS from 5.5 to communicate with stakeholders in other regions and headquarter when required
• Computer literate with particular emphasis on Microsoft Office Applications and other CRM systems.
• Experience gained in FX/Financial service industry is preferred.
• Sensitive to number, detail minded and logical thinking
• Integrity, proactive and professionalism
• Fast learner and able to take up new job knowledge and skills
• Able to handle work pressure, able to handle stress
• Excellent customer-oriented/people skill, ability to manage/resolve conflict.