Jobs

    client services team lead - Singapore - AEON SEARCH CONSULTING PTE. LTD.

    AEON SEARCH CONSULTING PTE. LTD.
    AEON SEARCH CONSULTING PTE. LTD. Singapore

    1 day ago

    Default job background
    Description
    Roles & Responsibilities

    Directly supervise a team of client services associates to ensure the highest quality of service possible through providing excellent solutions for customer's inquiries/incidents, assigning work to the team and setting priorities to ensure efficiency and productivity .

    Responsibilities:

    • Manage the day to day operation including process escalating, quality checking , defining support strategy, setting and hitting KPIs.
    • Improve the customers' experiences by understanding and focusing on demand management, measuring KPIs & driving the necessary actions for improvement.
    • Ensure customer expectations are achieved/exceeded through excellent customer service.
    • Support the associates on providing accurate, efficient resolutions to complex escalated customer issues.
    • Provide leadership, coaching and mentoring to inspire, guide and empower team members to achieve operational goals.
    • Ensure the service channels are managed appropriately on ongoing basis (calls, chats, cases, social media channels and complaints), knowing and using the reports/numbers in the MIS to drive performance
    • Support effective communication across the departments and create a positive work environment.
    • Provide regular, transparent feedback and reporting on team performance to Supervisor/Manager/Head of Department.
    • Stay up to date on the latest industry trends, technology and best practices.

    Qualifications

    • Bachelor's degree or above with min. 5 years of relevant working experience in financial service sector
    • A sound understanding of asset classes such as FX , stocks, CFD etc
    • Broad understanding of KYC, trading and post trade services
    • Strong understanding of client service
    • Strong organizational skills, able to prioritise tasks and time based on the given KPI and objectives
    • Compliant with regulations
    • Able to work on scheduled public holidays and scheduled shift hours if needed

    Applicants who are keen to apply, pls send your resume to :

    -

    Tell employers what skills you have

    Customer Service Skills
    CRM
    Customer Service Oriented
    Futures Trading
    Customer Service Operations
    Online Trading
    Administration
    Trading Systems
    FX Trading
    Service Desk
    Team Management
    Customer Satisfaction
    Equity Trading
    Customer Service
    KYC
    trading stocks
    Call Center
    Technical Support
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