Client Experience Specialist

Job purpose

This is role is responsible for continuous improving trading experience, features and functionalities on client facing platforms and to collaborate with internal stakeholders on delivering seamless customer experience.

Duties and responsibilities

1. Maintain a positive, empathetic, and professional approach in all customer interactions to achieve customer satisfaction and excellent support.

2. Attend and respond promptly to customer enquiries through various channel of communication (calls, emails, WhatsApp, and live chat).

3. Serve as a subject matter expert and apply practical trading knowledge and experience to provide accurate guidance on trading-related enquiries, support customers throughout the trading process, and resolve trading issues in accordance with regulatory requirements and company policies.

4. Maintain accurate records of customer’s interactions including technical issues, and feedback

5. Active participation and involvement in cross functional tasks, project execution including performing UAT and new product development.

6. Support and participate marketing events and roadshows when required

7. Perform any other duties as assigned from time to time

Qualifications

1. Diploma or Bachelor’s Degree in Business Administration or equivalent.

2. Hands-on trading experience in stocks or other financial instruments on different online trading platforms, with a good understanding of trading processes, order execution, features, functionalities and market practices.

3. Proficient in Bahasa Malaysia, English, and Mandarin.

4. Patient and possess excellent communication and problem-solving skills.

5. Proficient in Microsoft Office and Power Point.

6. Enjoys working in a fast-paced, innovative environment focused on continuous improvement, embracing change and striving for better outcomes.