Remote Customer Support Associate - Evening/Night Shift Including Weekend
Titan FX · European Union, Österreich · Remote
About the job
Job Details
- Working hours: 40 hours per week, 5 days a week. Mainly weekday evenings (morning time in the EU), night shifts (night time in the EU), with occasional weekends.
- Contract duration: Six months. Fluency in Japanese is a MUST.
- Contract period: October 2024 to March 2025.
- Salary indicative depending on location
- Communicating with clients using email, phone, and live chat in a prompt and responsive manner
- 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 Manager
- 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 Titan FX standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Taking ownership of customer issues reported and seeing problems through to resolution
- 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
- Previous experience in financial services, such as banking, or currency exchange is essential
- Experience providing customer support in a volume online environment, inclusive of live chat and email essential
- Excellent written and verbal communication skills both in Japanese and English
- 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 practices
- Accurate data entry skills
