Description
We are seeking a Specialist – ET to join our team in Taguig City, Philippines. As a Specialist – ET, you will work with internal and external resolver teams to investigate and resolve incoming client queries via phone and email. You will also log all inquiries and accurately document client contact through to resolution in Salesforce CRM.
Responsibilities:
- Work with internal and external resolver teams to investigate and resolve incoming client queries
- Log all inquiries and accurately document client contact through to resolution in Salesforce CRM
- Provide clients with guidance on system functionality and workflow
- Identify and communicate urgent issues that may have associated P/L and franchise risk
- Build knowledge of the marketplace and keep up with current industry trends
- Contribute to knowledge management efforts
- Complete required trainings - regulatory and otherwise
Qualifications / Experience:
- Previous customer support experience within a highly pressurized environment
- Previous experience supporting customers by phone and email or chat
- Previous roles supporting Forex trading workflows
- Knowledge of HTML5, Linux RedHat, Java Applet, XML, MySQL, TCP-IP
- Knowledge of Cloud Technology, Azure, and Database Administration
Skills & Behaviors:
- Problem solving: defines a problem, generates solutions, and evaluates and identifies the best solution to overcome the problem
- Initiative: Identifies what needs to be done and takes appropriate action without waiting to be asked
- Product & service knowledge: Leverages technical knowledge of products and services to meet customer needs, understand market segments, and deliver excellent outcomes
- Customer empathy: Identifies a customer's emotional needs, understands the reasons behind that need, and responds to it optimally and appropriately
- Attention to detail: Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly
- Telephone proficiency: Uses effective communication, interpersonal skills, and the ability to incorporate appropriate phone etiquette
- Collaboration: Works optimally with others and adapts ways of working to achieve a common goal
- Multi-tasking and prioritization: Adapts to rapidly changing events and environments while accurately judging priorities and keeping track of details
- Work ethic: Works hard and is disciplined in completing tasks, can be depended on to complete tasks of high quality within a deadline
Benefits:
- Wellbeing: wellness allowance and employee assistance program
- Hybrid work model: 2 days from home, 3 days from the office
- Recognition: a culture of appreciation & recognition through a global Reward and Recognition platform
- Development: e-learning platform, tuition reimbursement, and certification sponsorship opportunities
- Charity: 2 paid days off to volunteer, company matching for qualified fundraisers and charity donations