Customer Support Associate

2 weeks ago

Melbourne, Australia Technium Services PTY LTD Full time

Opportunity for growth
- Collaborative and family-like team
- Supportive management

**The Company**
Technium is an innovative Fintech and our mission is to continuously deliver evolving software and process solutions that keep our clients at the forefront of the forex trading industry.

We are a collaborative and flexible workplace, and we pride ourselves on the diversity of our team. We embrace change and see opportunities to continuously improve.

**The Opportunity**

**Responsibilities**:

- Work shifts that include weekend work, remotely, from anywhere in Australia
- Open Client accounts, set up, and modifications to accounts as per client requests following our KYC verification processes
- Assist with the onboarding of new clients, including AML, CTF and sanctions checks
- Acknowledge and resolve customer complaints
- Respond promptly to customer inquiries and ensure that their needs are understood
- Record the details and maintain customer database to ensure it is accurate and up to date
- Provide feedback on the efficiency of the customer service process to Client Support Leads
- Ensure that confidential customer data is handled according to company data privacy requirements
- Identify and report potentially suspicious client activities
- Follow Titan FX standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Take ownership of customer issues reported and seeing problems through to resolution

**About You**:

- A native Japanese speaker and proficient in business-level written and verbal communication both in Japanese and English
- Are able to develop strong relationships with clients and internally
- Can demonstrate an ability to work to tight deadlines
- Show initiative and solve customer problems
- Possess good analytical and problem solving skills
- Have strong computer skills and are proficient with Excel/Google Sheets and Word/Google Docs
- Are familiar with CRM systems and practices
- Are accurate in data entry

**Essentials**:

- Available to work evenings and nights
- Capable of working autonomously, remotely, with a geographically dispersed team
- Able to satisfy background and reference checking requirements including police check, credit default and bankruptcy
- Able to satisfy Japanese language testing requirements

**What We Offer**:
In addition to a market competitive remuneration package, we also offer:

- A hybrid working environment with the support of a passionate, diverse and inclusive team
- An environment to extend your professional experience where you’re given the time and space to learn whilst you deliver
- Twice yearly bonuses
- A supportive workplace with great flexibility and a focus on wellbeing
- A comprehensive Employee Assistance Program
- Potential to travel nationally and internationally for industry related events
- A learning program tailored to your professional plan
- A safe, family environment for you to bring your true authentic self to work

**Please Note**
Pre-employment checks such as cognitive testing, a police check, credit default, bankruptcy, working rights and others may be conducted.

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