Job Description

About the job:Global Client Service is anchored in a Global Sales organization. We service in 15 languages, providing 24/5.5 coverage to all client types including WLCs, IBs, FCs, and Private/Corporate clients. \xe2\x80\x8b\xe2\x80\x8bWe are located in Denmark, Belgium, the Czech Republic, China, France, India, Netherlands, Singapore and SwitzerlandThe Client Service team is a support center assisting Clients on Account, Operations and IT related enquiries and reports; and granting access to Saxo Applications like Trading Platform, Reporting tools, Partner Client Configuration Manager and Partner Client Chat. Client Service is also responsible for digitalizing the Saxo self-help journey and process improvements.This role will be based in Singapore, working closely with the Client Service team based in Singapore, India and Headquarters, to support the business teams in APAC.Responsibilities:

• Responsible in providing excellent customer service to all clients through Inbound and Outbound Calls, Chats and CRM Cases
• Work by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differently

• Technical support and access administration
• Assist clients on funding and transfers
• Trading Platform and Product assistance and queries
• Client Reporting
• Client data maintenance
• Account updates and amendments
• Responsible for handling and distributing incoming support and incident questions

Service Level Mandate:

• Know and understand our customer needs.
• Gain and maintain product knowledge.
• Use of all trading platforms and client tools proficiently.
• Understand and apply the tiered service level to all client queries regardless of inception.
• Fully competent in CRM usage and queue management, according to Team guidelines and SLAs whilst maintain ownership of escalated issues.
• Understands the client life cycle stages in CRM and related processes.
• Initiate new or update existing WINs and procedures.
• Gain awareness and knowledge on new innovation and products.
• Work according to compliance rules, regulations and understanding of risk management.
• Actively take part in and act as driver in Lean process and meetings

Requirements

• Minimum Diploma holder, at least 1 \xe2\x80\x93 2 years customer service experience preferably within Financial Services industry. Some knowledge of various Capital Markets products will have an added advantage
• Possess good spoken and written communication skills in English.
• Professional level Mandarin and/or Cantonese candidates are preferred.
• Ability to follow clear guidelines and to ensure adherence to all compliance policies and procedures
• Ability to take ownership of set tasks & targets
• Has passion for providing excellent Customer Service
• Professional disposition with an outgoing personality
• Able to work as part of a team and independently when necessary
• Capable of multitasking and meeting deadlines in a dynamic environment
• Diligent and great attention to detail
• Strong organizational skills and able to prioritise
• Able to work on scheduled public holidays and scheduled shift

We offer an attractive salary and benefits package and the opportunity to be a part of a dynamic and passionate team.We offer:The global sales organisation is responsible for growing total realized earnings and assets under management through acquisition of new direct and wholesale clients, as well as through activation of the already existing client relationships, cross- and up-selling, and development of global partnerships.We aim to be digital-first and implement world-class digital engagement for all our clients and partners and focus on the human touch for our top clients and partners. This ensures that our teams in local offices spend their time on the most value-adding tasks with our partners and top direct clients.We aspire to be a non-hierarchical, purpose-driven organisation. At Saxo, it is not about entitlement; it is about impact \xe2\x80\x93 no matter where you sit in the organisation. A good idea is always taken seriously and you can truly make a difference.When you work here, you become a Saxonian. Obviously you will get an attractive compensation package. But we also invest in your personal development and offer you large responsibility from day one. We encourage an open feedback culture and a supportive team environment. If you show a collaborative spirit, drive and passion, your learning curve will be steep and your (international) career opportunities with Saxo immense.At Saxo we don\xe2\x80\x99t just offer a job \xe2\x80\x93 we offer an opportunity to invest in your future!How to apply:\xe2\x80\x8bClick the Apply button to create an account and upload your resume (and a short motivation). We look forward to getting to know you better!

Saxo Bank