Officer / Associate, Client Services (Call Center)

About the role

CGS International Securities Pte. Ltd. (CGS International) is an award-winning and market leading integrated financial services provider, ranked among the top securities houses in Asia.

CGS International taps on our wealth of global and ASEAN insights to offer equities trading, leveraged products, wealth management, investment banking, equities research, Shariah-compliant financing, fixed income, currency and commodities, structured products and prime brokerage services in over 15 countries and regions.

Along with its parent organisation China Galaxy Securities, a leading securities house in China, CGS International is trusted by more than 15 million customers globally.

Job Responsibilities

The incumbent will be placed into responsibilities according to their past working/relevant experience :

• Providing advice and assisting business units on onboarding document requirements that needs to be obtained from clients.
• Using comprehensive and diplomacy skills to deal with clients, ensuring that all documentations are full and processed correctly, including the client's updating of information in accordance with corporate policy and regulatory standards.
• Improving client-centricity by being involved on projects and product launches/initiatives, including improving and streamlining work processes and workflow.
• Provide excellent service experience to external/internal customers through phone or other communication channels
• Provide one-stop enquiry line for clients on our products and services
• Provide technical-related support for online trading system
• Handle and escalate clients’ feedback and complaints
• Compile and collate feedback from clients
• Provide liaison with other departments to assist clients
• Adhere to the service level targets, and any other duties as defined/assigned by Manager
• Log all calls conscientiously for effective follow-up
• Provide call statistics and reports for management’s information
• Recommend improvements in operational procedures, workflow, products or services, and base on clients’ feedback to ensure constant enhancement of service levels and efficiency
• Perform any other responsibilities/tasks as assigned by immediate supervisor from time to time

Job Requirements

• To thrive and be successful in this role, you must have / be:
• Excellent verbal and written communications skills
• Proficient in handling difficult situations and resolving complaints
• Working experience in a similar capacity will be an advantage
• Minimum Diploma/GCE "A" Levels
• Customer focused and able to provide a high standard of client service
• Ability to take ownership of client enquiries and possess a "go above and beyond" attitude