2020 Graduate Program Client Services / Customer Support Analyst Hong Kong / Penang, Malaysia
What’s in it for you?
The Investor Relations Industry is a unique space that requires an enthusiastic individual who is willing to take ownership of his / her client queries and work in a team environment towards resolving them and providing the best customer service in the marketplace which Ipreo is well known for.
What you’ll work on :
The Client Service Support is responsible for carrying out the day-to-day delivery of client account services under the direction of the Corporate Client Services team and Manager.
Working with the Corporate Client Services, the Client Service Support must develop a clear understanding of project requirements, together with a detailed grasp of internal processes and the overall client workflow in order to contribute towards operational and project solutions that achieve maximum customer satisfaction.
Develop an understanding of the Investor Relations industry and job functions to facilitate the appropriate response to client needs.
Handle routine communication with internal teams
Handle clients’ incoming inquiries via telephone and email
Facilitate client setup, effectively troubleshoot issues and escalate as needed, work with internal groups to document issues and deliver effective solutions.
Work closely with teams to maintain ongoing knowledge of project status and communicate effectively internally and externally (if required), to keep all parties informed of any information that may have impact on the business result.
Prepare customized spreadsheets with detailed quality assurance, and perform data entry tasks - ensuring details meet specified requirements.
Monitor technical issue ticketing system. Work to move issues through the resolution process, working with Advisors and Product to obtain necessary information from clients and troubleshoot.
What we look for :
Educated to degree level (or equivalent)
Fluent in English and Mandarin (spoken and written)
Japanese language skill is a plus
Excellent written and verbal communication skills and outstanding customer service orientation
Successful candidate must be results driven, detailed oriented and a motivated self-starter
Strong organizational skills and ability to manage multiple tasks
Superior analytical & independent problem solving skills
Ability to work independently and within a team
Ability to handle high pressure situations and manage deadlines
Strong proficiency of Microsoft Excel, Word and PowerPoint and the motivation to learn new applications