Position: Associate

Job type: Full-time

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Job content

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.

Key Accountabilities
  • Handle emails and live chats 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 and escalate any unresolved issues.
  • 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 Markets 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.
Position Requirements
  • Be an ambassador for Blueberry Markets 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.
About Blueberry Markets

Blueberry Markets is an online broker providing platforms to trade forex, indices, commodities, crypto and stocks. We are headquartered in New South Wales, Australia but operate globally. The Company was established in 2016 and is known for having the best customer service in the industry.

Why work for us

Here at Blueberry Markets, we pride ourselves to be Australia’s highest-rated forex broker with a client base in Australia, the UK, Malaysia, France, and the Philippines, among others. We are a highly collaborative and passionate group of people. We strive to deliver a great service and platform for all our clients around the globe. You will work closely with our awesome teams and individuals in Sales, Marketing, Customer Support, and other functions within our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our clients and the growth of our dynamic business.

Our Core Values

All employees and contractors are expected to adhere to our core values and associated behaviours.
  • There’s no ‘i’ in Blueberry – It’s not always high-fives and happy hours, so as a team we aim to motivate and build each other up. There are no tall poppies here; growth comes from celebrating the wins, then welcoming feedback on how to do it bigger and better next time.
  • Do the right thing, especially when no one is looking – We’re honest and authentic because we know that the little things matter, and by doing it right our work becomes meaningful and fun.
  • Practice the lost art of listening – We put ourselves in our client’s shoes and walk the walk with them. That is how we build powerful connections and life-long loyalty.
  • Productivity reigns supreme – It’s not all spreadsheets, processes, and reporting apart from sometimes it is. We know that in order to grow, we have to be resourceful, accountable and take our deadlines seriously.
  • Exhibit the pursuit of lifelong learning – We are committed to the continuous improvement of personal and professional skills and encourage each of our team members to actively take on any opportunity for the development of their growth to enhance their self-sustainability as well as their competitiveness.
Skills And Experiences
  • 1-2 years’ experience in a customer service role, responding to, and resolving customer enquiries through live chat and email.
  • 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 prioritise tasks under pressure.
  • Ability to use good judgment, act, and make decisions with integrity
  • Experience with CRM software (Salesforce).
  • Desire and passion for continuous learning, improvement, and innovation
  • Ability to effectively collaborate and work as part of a team
  • Tertiary Qualification in Finance, Business, or related field, or related discipline (preferred)
  • Experience within the Financial Services, Banking, or Trading industry
Special Considerations for this role
  • All appointments are subject to gaining appropriate pre-employment clearances and an ability to retain these clearances throughout the period of employment or engagement.
  • Preparedness to work some out of hours when required.
  • We are a 24/7 Contact Centre - this role may require you to work on a 24/7 rotating roster (You may be rostered on for shifts that are outside of core business hours).
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