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.

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.

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