Operations & Support Associate, Singapore

OANDA is a global leader in online multi-asset trading services, currency data, corporate payments and FX services.

Everyone at OANDA is focused on our vision to transform how our customers can meet all their currency needs. From our roots in 1996 that provided free currency exchange information to launching a multi-award winning global FX and CFD trading business to our recent new venture of money transfer. OANDA is now a major global player.

Join us and: 

• Work on an award-winning platform that processes billions of dollars every day.
• Be on a team that’s responsible for company-wide top priority projects.
• Deliver reliable software on an agile team striving for continuous integration, automated testing, and code reviews.
• Contribute innovative ideas to improve the daily trading experience of thousands of customers.
• Improve yourself and your team through education and continuous learning.

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. The scope of the job also includes processing of client applications and processing of client deposits and withdrawals.

Responsibilities:

• Assist & educate customers in platforms offered by OANDA - features and benefits. 
• 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. 
• Provide basic login troubleshooting assistance to customers having difficulty accessing the platform.
• Accurately processes all client cash transactions within Service Level timeframes while adhering to compliance and company policies and that any exceptions are addressed on a daily basis.
• Own the end-to-end client application process management and at the same time, responsible for checking the profiles of existing clients and tracking all changes in their profiles.
• Work to maintain the standards of the department and ensure that you stay in line with the assigned metrics for the role.
• Maintain advanced working knowledge of the complete line of products and services offered by OANDA.
• At all times ensuring to adhere to OANDA's policies and remain compliant.
• Adhoc projects and other duties as assigned by your supervisor.

Qualifications:

• Experience in a customer-facing role or Project Management/Business Analyst Role/ Operations Role is advantageous.
• University degree or college diploma in a related field (or equivalent work experience)
• Advanced 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, HubSpot is advantageous
• Fluent in traditional Chinese for reading and writing.

Skills & Behaviours:

• Excellent written and oral communication skills.
• Passionate about learning and strive to gain new knowledge about product and service changes.
• 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 email and live chat inquiries.
• Able to solve problems independently that are 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.

Work Environment:

• Hybrid environment
• Shift work and working holidays may be required

OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible. 

Learn more about our culture here

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