Customer Support Representative – Online Trading Platform

• At least 1 year of customer service experience in voice, chat, email, social media, or blended support.
• Strong verbal and written communication skills in English and Filipino, as demonstrated through the company’s communication assessment.
• Ability to interpret written procedures and apply them accurately to customer scenarios.
• Strong attention to detail and accuracy when handling client information, account details, and financial transactions.
• Basic computer proficiency, including browser-based applications, email, document-handling tools, and data-entry systems.
• Experience handling customer concerns related to money transfers, account verification, financial transactions, order statuses, or transaction disputes.
• Experience using CRM, ticketing, or customer support systems.
• Basic knowledge of stock investing, buying and selling stocks, trading fees, and transaction settlement.

ADDITIONAL ADVANTAGES

• College-level education or a Bachelor’s degree.
• Academic background in Finance, Accountancy, Economics, Business Administration, or a related field.
• Familiarity with Philippine Stock Exchange (PSE) products or local online trading platforms.
• Experience using Jira, Zendesk, Salesforce, or similar customer support platforms.
• Basic spreadsheet skills, including sorting, filtering, and reviewing transaction data.
• Experience assisting clients during service disruptions or transaction-related incidents.

KEY RESPONSIBILITIES

• Handle client inquiries and concerns through voice, chat, email, and social media channels.
• Assist clients with account opening, identity verification, account access, deposits, withdrawals, order placement and status, portfolio information, account statements, fees, settlement, dividends, and corporate actions.
• Review client profiles, account details, funding records, transaction history, and order information using CRM, ticketing, and back-office systems.
• Investigate common client issues by following approved troubleshooting procedures and established service guidelines.
• Clearly explain platform features, transaction and order statuses, processing timelines, applicable fees, and account restrictions.
• Provide accurate, factual, and company-approved information while avoiding investment recommendations, financial advice, or market predictions.
• Escalate complex concerns involving order execution, transaction reconciliation, compliance, suspected fraud, technical incidents, and other specialized matters to the appropriate teams.
• Maintain complete, accurate, and up-to-date case records, including actions taken, resolutions, and required follow-ups.
• Comply with customer verification, Know Your Customer (KYC), Anti-Money Laundering (AML), data privacy, information security, and client communication requirements.
• Notify the Team Leader of recurring customer issues, suspected system incidents, and significant increases in customer contact volume.

Application Question(s):

• When is your earliest availability to start?
• Are you willing to work on an onsite setup at Mandaluyong City?
• What was your most recent or previous salary (in PHP)?
• What is your expected salary in Philippine Peso (PHP)?

Experience:

• Customer service: 1 year (Preferred)
• Financial Transaction Support: 1 year (Preferred)
• Account Verification and Customer Information Handling: 1 year (Preferred)
• CRM / Ticketing Systems: 1 year (Preferred)
• Troubleshooting and Case Resolution: 1 year (Preferred)

Work Location: In person