Customer Service Officer

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Introduction:

The Customer Service Officer will deliver transactional services that provide timely, accurate, efficient information and assistance to clients, ensuring high levels of customer service delivery and the provision of a quality customer experience. The position will play a key role in supporting the team to resolve complaints arising from complex transactions.

Description:

Key Accountabilities

The role of a Customer Service Officer focuses on ensuring customer satisfaction and a smooth onboarding experience for new clients. Below are key accountabilities for such a role:

• Handle emails, live chats, and inbound and outbound calls on all customer enquiries in a proactive and positive manner.
• Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.
• Resolve and record customer complaints arising from complex transactions and escalate any unresolved issues through appropriate channels.
• Ensuring that tickets are replied to within the Service Level Agreement and all queries are correctly referred to the corresponding team
• Actively participate in business improvement programs involving changes to processes and functions.
• Ensure compliance with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.
• Report on relevant trends and insights as they relate to client queries, complaints, and potential opportunities for Blueberry to internal stakeholders.
• Meet and exceed KPIs set on a daily, weekly, and monthly basis.
• The position is required to carry out any additional duties or projects to the department/team.
  
  

Expectations

Be an ambassador for Blueberry in the market; promote our interests and reputation.

• Individually and with Managers, ensure understanding and engagement with vision, purpose, and strategic and stakeholder considerations at Manager and Team levels.
• Demonstrate advanced levels of competence in leadership capabilities required of the position.
• Engage, support, motivate and develop capability and potential in others.
• Attract, retain, and develop talent to complement Blueberry's values and behaviors.
• Reward and recognize good performance aligned to Blueberry's values and goals and manage poor performance in a timely manner.
• Be an ambassador for Blueberry in the market; promote our interests and reputation.
• Follow our policies, procedures, and code of Ethics and Conduct.
• Protect our confidential information and intellectual property.
• Play an active role in your safety and the safety of others around you.
• Inspire confidence and urgency within the department and across the team for the delivery of timely, high-quality service to internal and external customers.
• Foster a culture of continuous improvement.
• Continuously drive agility and flexibility in responding to market and industry changes.
  
  

Skills and Experiences:

Qualifications

• Tertiary Qualification in Finance, Business, or related field, or related discipline (preferred)
  
  

Experience

• 1-2 years' experience in a customer service role, responding to, and resolving customer enquiries through live chat and email.
• A passion for financial markets, trading and customer service
• Has completed or is willing to complete RG146 accreditation requirements
• Experience in the financial service industry is preferred but not essential
• Multilingual speaker preferred (esp. Mandarin or Cantonese) but not essential
• Potential to be crossed trained in onboarding duties in the future
• A passion for providing excellent customer service.
• Good written, verbal, and interpersonal communications skills (in English)
• Strong relationship-building skills, both internally and externally
• Good problem-solving skills, coupled with high attention to detail with the ability to maintain quality even in busy times
• Strong time management skills with the ability to prioritize tasks under pressure.
• Ability to use good judgment, act, and make decisions with integrity
  

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesCapital Markets

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