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Client Experience Associate, Singapore

Job Title- Client Experience Associate

Role Summary: 

Primary, front-line point-of-contact for our customers and will handle all customer questions and inquiries with the highest degree of courtesy and professionalism to resolve customer issues.

Responsibilities:

  • Assist & educate customers in platforms offered by OANDA - features and benefits. 
  • Identify and analyze customer needs to ensure high customer satisfaction, growth and retention of business. 
  • Promote positive customer relations by consistently providing premier customer experience and satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times. 
  • Assist customers with customer requests and inquiries relating to their OANDA accounts and trading activity with OANDA
  • Added to above point
  • Provide basic login troubleshooting assistance to customers having difficulty accessing the platform. 
  • Work to maintain the standards of the department and ensure that you stay in line with the assigned metrics for the role
  • Maintain a well-developed working knowledge of the complete line of products and services offered by OANDA
  • Take responsibility to keep up to date and request assistance for further development needs. 
  • Knowledge of leveraged retail OTC products (particularly FX and CFDS) and all OANDA products
  • At all times ensuring to adhere to OANDA's policies and remain compliant
  • Adhoc projects and other duties as assigned by your supervisor

Qualifications:

  • University degree in related field is advantageous
  • Strong PC Skills - comfortable with email and Web browsing/searching. Microsoft Office skills advantageous
  • Prior experience with a CRM system - Microsoft Dynamics, Salesforce, SAP, Oracle, Zendesk is advantageous
  • Experience in a customer facing role is advantageous

Skills & Behaviours: 

  • Excellent written and oral communications skills
  • Ability to grasp complex concepts quickly 
  • Highly self-motivated – ability to work independently and work effectively within a team environment, think analytically and creatively. 
  • Flexibility to work rotating shifts 
  • Detail oriented, reliable, and resourceful 
  • Ability to handle phone, email, and live chat inquiries 
  • An empathetic listener who strives to delight the customer.
  • Able to solve problems independently that is in the customer’s best interest. 
  • Receptive to coaching and feedback to help enhance performance to meet goals
  • Positive attitude, flexible nature, thriving in a fast-paced, constantly changing environment
  • Passionate about learning and strive to gain new knowledge about product and service changes. 

Work Environment: 

  • Office environment
  • Shift work and working holidays may be required
Apply