Client Services Associate
About the Role
The Client Service Associate acts as the primary point of contact for clients, ensuring an exceptional service experience through prompt and professional support. This role involves handling client inquiries, coordinating with internal teams, and maintaining strong client relationships to support business growth and retention.
Reporting Line: Head of Client Services
Location: Remote
Responsibilities
- Manage client inquiries via different channels: email, live chat, and phone calls within set SLAs and KPIs
- Provide excellent customer support by identifying customers' needs and solving tasks with an individual approach
- Liaise with internal teams to find solutions to more complex inquiries
- Navigate inquiries to the relevant departments when necessary
- Maintain a sound knowledge of our product and industry
- Maintain a positive image of our company
- Contribute towards various side projects and tasks such as FAQ upkeep and internal documentation
- Regularly communicate feedback and suggestions with your line manager
Qualifications
- Financial markets and industry knowledge
- Previous experience in a brokerage/investment company
- Fluency in written and spoken English at a professional level
- Strong client-focus service skills
- Understanding of basic technical principles
- Excellent communication skills, both written and verbal
- Strong organizational skills and attention to detail
- Comfortable working in a fast-paced environment
- Ability to multitask effectively
- Comfortable with working shifts
- Previous experience with tools like Intercom, Atlassian.
Personality / Mindset
- Integrity & loyalty
- Team player with advanced communication and collaboration skills
- A hands-on, can-do attitude - always looking for solutions and thinking out of the box
- Overachiever mentality
- Capability to work and succeed in the fast pace and ever-changing environment
We Offer*
- Competitive salary
- Corporate benefits (choose your preferred options)
- Truly inspiring culture, pleasant and informal work environment
- Ongoing education & training programs
- Opportunity to network and connect in the Corporate Events
- Global career opportunities
*Benefits/perks varies depending on the nature of your employment with the company and the country where you work
