Customer Service Officer, CM

Job description

Overview As a Customer Service Officer (CSO) you will be the first point of contact (investors, employees and a range of professionals in the finance industry) via phone (inbound/outbound) for a range of enquiries regarding shares, investments and website support. Your key purpose will be meeting or exceeding their expectations with accurate and appropriate responses. Key Accountabilities and main responsibilities: Strategic Focus: - Delivering an outstanding experience though excellent customer service on inbound and outbound calls - The provision efficient and effective query resolution by anticipating customer needs and taking ownership for first call resolution Operational Management: - Investigation and ownership of complex investor queries - Demonstrating subject matter expertise on clients/processes/procedure - Achievement of all Key Performance Indicators (KPIs) - Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required) - Displaying a proactive approach to independent learning - Actively contributing towards continuous process improvement People Leadership: - Positive participation in the team and team meetings to discuss and share i...