Customer Support Associate

5 months ago

Melbourne, 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.

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

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

3.Suppliers:
Payment providers, Outsourced Support staff

4. 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

5. Key Deliverables:

- New client accounts opened in compliance with organisational requirements
- Clients on-boarded 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

6. 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

7. 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 co-workers 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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