Introduction The Customer Service Officer will deliver transactional services that provide timely, accurate, efficient information and assistance to clients, ensuring high levels of customer service delivery and the provision of a quality customer experience. The position will play a key role in supporting the team to resolve complaints arising from complex transactions. Description Key Accountabilities The role of a Customer Service Officer focuses on ensuring customer satisfaction and a smooth onboarding experience for new clients. Below are key accountabilities for such a role: ● Handle emails, live chats, and inbound and outbound calls on all customer enquiries in a proactive and positive manner. ● Create a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority. ● Resolve and record customer complaints arising from complex transactions and escalate any unresolved issues through appropriate channels. ● Ensuring that tickets are replied to within the Service Level Agreement and all queries are correctly referred to the corresponding team ● Actively participate in business improvement programs involving changes to processes and functions. ● Ensure compliance with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised. ● Report on relevant trends and insights as they relate to client queries, complaints, and potential opportunities for Blueberry to internal stakeholders. ● Meet and exceed KPIs set on a daily, weekly, and monthly basis. ● The position is required to carry out any additional duties or projects to the department/team. Expectations Be an ambassador for Blueberry in the market; promote our interests and reputation. ● Individually and with Managers, ensure understanding and engagement with vision, purpose, and strategic and stakeholder considerations at Manager and Team levels. ● Demonstrate advanced levels of competence in leadership capabilities required of the position. ● Engage, support, motivate and develop capability and potential in others. ● Attract, retain, and develop talent to complement Blueberry’s values and behaviors. ● Reward and recognize good performance aligned to Blueberry’s values and goals and manage poor performance in a timely manner. ● Be an ambassador for Blueberry in the market; promote our interests and reputation. ● Follow our policies, procedures, and code of Ethics and Conduct. ● Protect our confidential information and intellectual property. ● Play an active role in your safety and the safety of others around you. ● Inspire confidence and urgency within the department and across the team for the delivery of timely, high-quality service to internal and external customers. ● Foster a culture of continuous improvement. ● Continuously drive agility and flexibility in responding to market and industry changes. Skills And Experiences Qualifications ● Tertiary Qualification in Finance, Business, or related field, or related discipline (preferred) Experience ● 1-2 years’ experience in a customer service role, responding to, and resolving customer enquiries through live chat and email. ● A passion for financial markets, trading and customer service ● Has completed or is willing to complete RG146 accreditation requirements ● Experience in the financial service industry is preferred but not essential ● Multilingual speaker preferred (esp. Mandarin or Cantonese) but not essential ● Potential to be crossed trained in onboarding duties in the future ● A passion for providing excellent customer service. ● Good written, verbal, and interpersonal communications skills (in English) ● Strong relationship-building skills, both internally and externally ● Good problem-solving skills, coupled with high attention to detail with the ability to maintain quality even in busy times ● Strong time management skills with the ability to prioritize tasks under pressure. ● Ability to use good judgment, act, and make decisions with integrity