Customer Support Officer

About the role:

As a Customer Support Agent at Pi Securities, you will play a vital role in ensuring customer satisfaction and retention by providing exceptional customer service and support. Pi Securities offers a diverse range of investment products to meet the evolving needs of our customers and support online trading services available 24/7. This position requires a strong understanding of financial securities and excellent communication skills to effectively assist customers with their inquiries and concerns.

The successful candidate must be willing to work in both day and night shifts and be able to handle urgent or emergency situations effectively, ensuring continuous and reliable support for our customers.

Responsibilities:

• Customer Assistance: Respond promptly to customer inquiries via support channel providing accurate information and resolving issues related to financial securities transactions, account management, and technical support.
• Product Knowledge: Develop a deep understanding of our products, services, and platforms to effectively address customer questions and provide guidance on account setup, investment strategies, and trading processes.
• Issue Resolution: Investigate and troubleshoot customer issues, collaborating with internal teams such as IT, compliance, and operations to ensure timely and accurate resolution.
• Documentation: Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions, using our CRM system to track and follow up on open issues.
• Compliance: Adhere to regulatory requirements and company policies when assisting customers with account verification, identity verification, and other security-related procedures.
• Feedback Collection: Handle complaints, collect customer feedback, and ensure feedback is raised accordingly to the relevant departments for action.
• Ticket Management: Ensure every assigned ticket is resolved within the defined SLA (Service Level Agreement), evaluate tickets, and escalate issues when appropriate to ensure timely resolution.
• Cross-Functional Support: Provide support to other teams on customer support-related issues, collaborating effectively to enhance overall customer experience.
• Update Accuracy: Ensure that instructions given to customers are the most updated and accurate answers, reflecting current policies, procedures, and product information.

Qualifications:

• Bachelor's degree in Business, Business Administration or related field.
• Minimum of 2-3 years of experience in operations or process improvement role.
• Experience in financial industry, regulated environments, technology, or consultancy services is a bonus.
• Strong attention to detail, organizational skills, and ability to prioritize multiple tasks effectively.
• Proficiency in Microsoft Suite and CRM tools.
• Excellent communication and presentation skills.
• Ability to learn new processes and procedures quickly.
• Ability to work independently without much direction or collaboratively as part of a team.
• Fluent and professional communication in both English and Thai.