Role Description :Foreign Exchange help is global team that provides a professional front-to-back support service to their foreign exchange clients accross the entire award winning e-commerce platforms. This Foreign Exchange help role is mandated to provide an accurate, professional and friendly support service to the internal as well as external clients using Foreign Exchange e-commerce platforms.
Answer all calls in a clear and timely manner
Analyze customer complaints/issues, and then recommends/implements solutions
Take full ownership of each call until resolution
Communicate directly with eCommerce stakeholders and clients to ensure that performance expectation are met or exceeded
Manage daily events and call volume evenly among the FX Helpdesk
Provide feedback to eCommerce developers and productions support people
Draft and proof Frequently Asked Questions and documentation for use by clients and support people.
Monitor and response to email and relevant chat channels
Proactive in improving existing procedures/escalation and quality assurance/testing
Keep up to date with UBS FX products with FX self training / testing tool
Requirements
Preferably experience in Customer Service/Helpdesk
Fluent in English and Japanese, Mandarin is an advantage
Preferably have an understanding in internet, LAN , PC knowledge (Word, Excel, Powerpoint)
Interested applicants are welcome to forward your resume in Word format to
