Customer Support Associate

2 weeks ago

Melbourne, Victoria, Australia Technium Services PTY LTD Full time
Customer Support

  • Banking & Financial Industry
  • Chinese (simplified & traditional) and English

Position:
Customer Support Associate (Chinese speaking), weekends included.

Purpose:


The position provides excellent support to our customers, ensuring that any issues are dealt with effectively and efficiently ensuring a good outcome.


Customers:
External Clients, Internal Development team, Finance team, Partners team, Outsourced Support staff, Payment providers

Suppliers:
Payment providers, Outsourced Support staff

Key Responsibilities:

  • Acknowledging and resolving customer complaints
  • Responding promptly to customer inquiries and ensuring that their needs are understood
  • Record the details and maintain customer database to ensure it is accurate and up to date
  • Providing feedback on the efficiency of the customer service process to Client Support Lead
  • Communicating and coordinating with colleagues as necessary
  • Ensuring customer satisfaction and providing professional customer support
  • Ensure that confidential customer data is handled according to company data privacy requirements
  • Identifying and report potentially suspicious client activities
  • Opening Client accounts, set up, and modifications to accounts as per client requests
  • Client ID verification
  • Assisting with the onboarding of new clients, including AML, CTF and sanctions checks
  • Following procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Taking ownership of customer issues reported and seeing problems through to resolution

Key Deliverables:

  • New client accounts opened in compliance with organisational requirements
  • Clients onboarded effectively ensuring that are able to commence transacting as soon as possible
  • Any customer queries or problems are dealt with and resolved within the required timeframes and to the client's satisfaction
  • Ensuring the customer database is up to date and accurate
  • Actively contributing to continuous improvement activities

Skills, Qualifications, Abilities and Knowledge required:

  • Excellent written and verbal communication skills both in Chinese (simplified and traditional) and English
  • Previous experience in financial services, such as banking, or currency exchange is essential
  • Ability to develop strong relationships with clients and internally
  • Ability to work autonomously, as well as part of a team
  • Flexible and keen to learn new tasks
  • Demonstrated ability to work to tight deadlines
  • Capacity to show initiative and solve customer problems
  • Good analytical and problem solving skills
  • Computer Skills, proficient with Excel/Google Spreadsheet and Word/Google Docs
  • Familiar with CRM systems and practises
  • Accurate data entry skills
  • Confident to work independently

Our team:
At Technium eCommerce we are always looking to go the extra mile, we show this by:

  • Treating our customers better than they expect
  • Seeking to understand and respect our cultural differences
  • Offering to help coworkers before they ask
  • Providing a solution when discussing a problem
  • Leaving things more organised than you found them
  • Highlighting good work from your peers
  • Finding other great employees to join the team
  • Helping to invent a new product or service that people really want
  • Encouraging curiosity
  • Surface and highlight difficult decisions
  • Figure out what didn't work so we can make it work better next time

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