Summary

What you'll do

1. Act as the lead point of contact for any and all matters specific to the client's account.
2. Work closely with cross-functional departments in providing resolutions and recommendations for customer issues.
3. Handle daily customer concerns with detailed, polite, and empathetic communication to ensure customer retention.
4. Perform other related duties, and ad-hoc tasks as they may be required from time to time
5. Prepare weekly and monthly reports that track the team’s overall performance and identify pain points that can be improved.
6. Studying new product descriptions and communicating these with VIP clients
7. Plan and implement strategies to provide excellent customer experience.
8. Build, maintain, and strengthen relationships with VIP clients to drive engagement, satisfaction, and long-term retention.
9. Increase trading volume and fee revenue by upselling services, identifying growth opportunities, and onboarding new VIP clients.
10. Collaborate with internal teams to help execute growth strategies aimed at expanding VIP client activity and enhancing wallet share.

What we expect from you

1. Bachelor’s degree in any field 
2. Strong analytical skills and knowledge of Google Suite programs
3. Strong verbal and written communication skills in both English and Filipino
4. Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
5. Thinks fast under pressure and solves problems on the go without being overwhelmed
6. Meticulous, detail-oriented, and able to work quickly with minimal supervision
7. Has a track record for getting things done - drive, ownership, and execution are at the core of our culture
8. Technical and Customer service experience in any industry is a plus but not required.
9. Amenable to shifting schedule (morning, mid-shift and graveyard shifts)

Skills

• Accounting
• Analytical Thinking
• Problem Solving
• Strategic Thinking
• Team Collaboration