Customer Service Specialist

**This role follows a rotational shift schedule, which may include weekends and holidays with shifting hours schedule. This schedule is non‑negotiable.

The Customer Service Specialist role is a vital part of our Customer Operations team, providing support for customers using our app to trade on the US stock market. This role requires a tech-savvy individual with a strong interest in share trading, capable of handling diverse inquiries while ensuring a great experience for our customers.

Required Skills and Qualifications

Key Skills & Attributes

• Tech-savvy: Confident with technology and trading platforms.

• Interest in share trading: A passion for understanding and discussing trading concepts.

• Strong communication: Excellent written skills for clear and concise responses.

• Decisive and resourceful: Ability to make quick decisions and find solutions independently.

• Work ethic: A dependable workhorse mindset, ready to handle high volumes of inquiries.

• Attention to detail: Thorough in resolving customer issues and monitoring systems.

Responsibilities

Customer Support via Chat and Email:

• Respond to chat and email enquiries during the overnight shift with respect to Client systems, trading environment and general enquiries., including:

  • onboarding;

  • Identity verification;

  • Account funding & maintenance;

  • Stock availability and related policies;

  • Trading terminology (e.g., order types and execution, security transfers, settlement and clearing, etc);

  • Corporate actions including investment income;

  • Deposits and withdrawals;

  • General troubleshooting and account-related enquiries.

• Timely communication of outcomes to customer enquiries in line with Client policies and procedures (eg: successful change of details etc.)

Proactive Issue Resolution

• Take ownership of inquiries, leaning in to find answers when unsure.

• Escalate complex issues appropriately while maintaining a proactive approach to problem solving.

• Resolving other administration tasks (eg: Corp Action assistance etc.)

Monitoring and Reporting:

• Monitor real-time dashboards to ensure platform availability and performance.

• Identify and report dashboard anomalies or system outages promptly to relevant teams.

• Completion of four-eye checks on work completed throughout the day

Operational Efficiency:

• Maintain a quick response time for customer interactions, meeting or exceeding service-level agreements (SLAs).

• Work through backlog emails and ensure all customer concerns are addressed thoroughly before the end of the shift.

Training and Awareness

• Complete mandatory onboarding and ongoing training in line with policy requirements

• Demonstrate awareness of and application of policies, procedures and training related to role