Senior Customer Service Analyst

About the Role

Responsible for the onboarding of new customers (handholding of customers during the process). Coordination of the whole process. Interface with internal and external customers. Build relationship with customers.

Education

Bachelor's degree

Experience

At least 3-5 years of experience in a multinational/multilingual customer support environment within financial or IT/telecoms industry.

Key Responsibilities

1. Validate, input and process joining requests correctly, timely, and accurately using the appropriate processes and applications.
2. Ensure customer information is maintained in an accurate and timely manner.
3. Resolve and document customer inquiries regarding the status of their request in a timely, efficient, and professional manner in accordance with the service level agreement, key performance indicators, and escalation procedures. Liaise with customers, team members, and other departments in order to resolve most of the customers' problems and queries.
4. Identify opportunities for improvement to processes, procedures, or tools.
5. Provide highest quality customer services with all internal and external parties.
6. Acquire operational, process, and product knowledge to resolve customer inquiries and problems.

Competency Profile

1. Customer focused and able to establish and maintain warm and supportive interpersonal relationships with internal and external customers.
2. Have knowledge or experience in KYC.
3. Stress resistance and ability to work independently are required, as well as analytical skills.
4. Ability to work in a structured, high volume, time-sensitive, and high-risk environment.
5. Good communication skills.
6. Continuous improvement mindset is a must.
7. Dynamic, motivated, flexible, structured, and well-organized candidate.
8. Self-driven wanting to make things happen.
9. Team player, who shares problems and solutions, pro-actively offers to help others.

What we offer

We put you in control of your career.

We give you a competitive package.

We help you perform at your best.

We help you make a difference.

We give you the freedom to be yourself.

We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.