Copy of Customer Service Specialist at Satellite Office

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

17 Aug, 26

Salary

0.0

Posted On

19 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Share Trading Knowledge, Technical Proficiency, Written Communication, Problem Solving, Attention To Detail, Resourcefulness, Time Management, Account Maintenance, Identity Verification, Troubleshooting, Monitoring Dashboards

Industry

Outsourcing and Offshoring Consulting

Description

**This role follows a rotational shift schedule, which may include weekends and holidays with shifting hours schedule. This schedule is non‑negotiable. The Customer Service Specialist role is a vital part of our Customer Operations team, providing support for customers using our app to trade on the US stock market. This role requires a tech-savvy individual with a strong interest in share trading, capable of handling diverse inquiries while ensuring a great experience for our customers. Required Skills and Qualifications Key Skills & Attributes Tech-savvy: Confident with technology and trading platforms. Interest in share trading: A passion for understanding and discussing trading concepts. Strong communication: Excellent written skills for clear and concise responses. Decisive and resourceful: Ability to make quick decisions and find solutions independently. Work ethic: A dependable workhorse mindset, ready to handle high volumes of inquiries. Attention to detail: Thorough in resolving customer issues and monitoring systems. Responsibilities Customer Support via Chat and Email: Respond to chat and email enquiries during the overnight shift with respect to Client systems, trading environment and general enquiries., including: onboarding; Identity verification; Account funding & maintenance; Stock availability and related policies; Trading terminology (e.g., order types and execution, security transfers, settlement and clearing, etc); Corporate actions including investment income; Deposits and withdrawals; General troubleshooting and account-related enquiries. Timely communication of outcomes to customer enquiries in line with Client policies and procedures (eg: successful change of details etc.) Proactive Issue Resolution Take ownership of inquiries, leaning in to find answers when unsure. Escalate complex issues appropriately while maintaining a proactive approach to problem solving. Resolving other administration tasks (eg: Corp Action assistance etc.) Monitoring and Reporting: Monitor real-time dashboards to ensure platform availability and performance. Identify and report dashboard anomalies or system outages promptly to relevant teams. Completion of four-eye checks on work completed throughout the day Operational Efficiency: Maintain a quick response time for customer interactions, meeting or exceeding service-level agreements (SLAs). Work through backlog emails and ensure all customer concerns are addressed thoroughly before the end of the shift. Training and Awareness Complete mandatory onboarding and ongoing training in line with policy requirements Demonstrate awareness of and application of policies, procedures and training related to role

Responsibilities

Provide customer support via chat and email regarding US stock market trading, onboarding, and account maintenance. Monitor real-time dashboards for platform performance and resolve administrative tasks such as corporate actions.