About the role

We are looking for an individual who will manage and support local and international customers, providing high-quality service across multiple communication channels. The role involves onboarding and assisting clients with account setup and platform usage, addressing inquiries and issues in a timely manner, and working closely with internal teams to enhance the overall customer experience and support business growth.

Customer Success Specialist

Responsibilities

Responsible for local and overseas customers/clients, the work languages used are English, Thai and Chinese.
Respond to customer/client inquiries and provide comprehensive support via various communication channels, including phone, email and live chat.
Proactively guide new customers through onboarding, ensuring they understand and fully utilize product features to achieve their business goals.
Identify and qualify potential opportunities for account expansion, upgrades, or cross-sells during routine customer interactions.
Assist customers/clients with trading account registration, onboarding and verification processes.
Provide consultation services on trading platform, tools and features, addressing any technical or operational issues that may be encountered.
Resolve customer/clients’ concerns and questions promptly and professionally, escalating complex cases as necessary.
Responsible for proper recording, filing and organizing of customer feedback and suggestions.
Contribute to the development of customer service processes, knowledge bases, and training materials.
Perform with other ad-hoc duties as per assigned from time to time.

Requirements

Degree or above in the relevant qualifications. Diploma in Business, Economics and Financial- related courses are welcome to apply
Proven working experience in the related field is preferred, especially in the call center, sale support, technical support, online trading and/or stockbroking industry. Fresh graduates are welcome to apply
Familiarity with online trading platforms, stock exchanges, capital/financial markets, trading regulations and investment products are advantageous
Computer literacy is preferred
Language proficiency in English, Thai is a must, while Chinese/Mandarin is advantageous
Professionalism, independent, meticulous, patient, empathy, strong problem-solving and decision-making abilities, excellent communication and interpersonal skills with certain level of customer service knowledge and belief
Excellent team player and high working efficiency. Able to work under pressure and to manage multiple customer/client inquiries simultaneously and in a timely manner
Able to work according to the assigned shifts, which include evening shifts, night shifts and weekend shifts. Shift allowance shall be provided for evening and night shifts respectively