Customer Support Associate Weekend Morning To Evening Shift (Remote)

• Working hours: 8 hours shift from 7 am to 9 pm Melbourne time (The main cover time would be 8 am to 5 pm) Melbourne time 5 days a week, including weekends
• Full-time position
• Fluency in Japanese is a MUST
• Salary indicative depending on location

Key Responsibilities

• Communicating with clients using email, phone, and live chat in a prompt and responsive manner
• Acknowledging and resolving customer complaints
• Responding promptly to customer inquiries and ensuring that their needs are understood
• Record the details and maintain customer database to ensure it is accurate and up to date
• Providing feedback on the efficiency of the customer service process to Client Support Manager
• Communicating and coordinating with colleagues as necessary
• Ensuring customer satisfaction and providing professional customer support
• Ensure that confidential customer data is handled according to company data privacy requirements
• Identifying and report potentially suspicious client activities
• Opening Client accounts, set up, and modifications to accounts as per client requests Client ID verification
• Assisting with the onboarding of new clients, including AML, CTF and sanctions checks
• Following Titan FX standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Taking ownership of customer issues reported and seeing problems through to resolution

Key Deliverables

• New client accounts opened in compliance with organisational requirements
• Clients on-boarded effectively ensuring that are able to commence transacting as soon as possible
• Any customer queries or problems are dealt with and resolved within the required timeframes and to the client’s satisfaction
• Ensuring the customer database is up to date and accurate
• Actively contributing to continuous improvement activities

What we’re looking for:

• Previous experience in financial services, such as banking, or currency exchange is essential
• Experience providing customer support in a volume online environment, inclusive of live chat and email essential
• Excellent written and verbal communication skills both in Japanese and English
• Ability to develop strong relationships with clients and internally
• Ability to work autonomously, as well as part of a team
• Flexible and keen to learn new tasks
• Demonstrated ability to work to tight deadlines
• Capacity to show initiative and solve customer problems
• Good analytical and problem solving skills
• Computer Skills, proficient with Excel/Google Spreadsheet and Word/Google Docs
• Familiar with CRM systems and practices
• Accurate data entry skills