Client Services Specialist
TradingScreen
Singapore, SG
6d ago

Overview

BidFX is a FinTech start-up on a mission to disrupt the foreign exchange market, applying innovative technology to tap FX liquidity.

Foreign exchange is the largest financial market in the world, with $5 trillion traded every day. We are a small but fast-growing company with big, global aspirations.

We aim to connect the world of finance. We operate a successful core trading platform, with direct connectivity to all major banks, fronted by a sophisticated trading user interface.

We seek candidates who wish to help us fulfil our vision and share in our success. We value diversity and offer equal opportunities to all.

Responsibilities

  • Coordinate sales / account managers and integration staff within region to ensure 24 / 6 coverage and appropriate handover via a follow the sun model.
  • Work with BidFX management to formalise a framework for incident management regionally including original incident logs, root cause analysis and conclusion / audit.
  • Become a point person and owner of ongoing open incidents both with clients and internally with BidFX.Be on top of all open incidents and ensure global coordination and handover during time zone changes.

    Periodic review of case management (Audit function) and publish audit reportDefine and run periodic checks (Production support)Liaise with providers to follow up on issues

  • Product management reporting to highlight parts of the system which generate more support issues and work with designers and product team to improve these components
  • Be the first point of contact for BidFX clients and to facilitate the initial trouble shooting of support issues.
  • Review and assist the QA team to approve new releases of our product
  • Qualifications

  • Minimum of 3 years’ experience in FX e-trading client services / support
  • A dedicated approach to customer service with a detail orientated and team led approach.
  • Ability to communicate technical information to a non-technical audience as well as passing qualified technical feedback to developers and integration teams.
  • Self-motivated, proactive and detailed approach to managing client service.
  • Excellent organisational and communication capabilities as well as analytical and problem-solving skills.
  • Experience of dealing with high profile tier 1 clients and business critical projects.
  • Ability to quickly understand client needs and to communicate a process to solve or enhance a workflow issue.
  • Experience of developing new strategies to improve client satisfaction.
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