Client Service Associate (Japan)

About Us

Saxo Bank Securities Ltd, Japan is a licensed subsidiary of Saxo Bank A/S and has operated in Japan since 2007. We provide access to global markets for our local customers and serves as a gateway to Japan markets for our global customers. Saxo enables individual and institutional clients to trade more than 40,000 instruments globally from one single margin account and provides institutional clients such as banks and fintech with Open Banking solutions from multi-asset execution, prime brokerage services to trading technologies.

Saxo‘s multi-asset platform provides access to trade across FX, FX Options, Futures, Stock Options, Stocks, Bonds, CFD’s, Indices, etc. Our clients include Banks & Brokers, Fund Managers, Private Banks, Corporates, Investment Managers and Family Offices, HNW and retail clients.

Our headquarters is located in Copenhagen and we have offices in London, Tokyo, Zurich, Dubai, Milan, Paris and Amsterdam

About the Role

Client and Partner Service is a client-facing team anchored in Group Commercial, the department responsible for the entire client experience, encompassing all client-facing touchpoints across channels, platforms and client segments.

We service all client types from direct retail to institutional. We are the first point of contact for most clients, assisting clients with a broad array of queries from trading to funding-related questions.  We also support and collaborate with many teams throughout the organization including Global Command Centre (GCC), Global Sales Trading (GST), Electronic Trading, Legal, Compliance, and all Operations teams.

Client Services is one team spread over locations in Denmark, India, Netherlands, and Singapore, covering 24/5.5 hrs. in 15 languages. We interact with clients via phone, platform chat, and cases. This role will be based in Tokyo, working closely with the global service team.

Responsibilities

• Respond to client inquiries promptly and deliver comprehensive support via phone, chat, and email
• Escalate issue internally through inhouse system
• Assist customers in resolving a wide range of issues
• Document client interactions and file complaints or claims without delay,
• Meet SLA target
• Contribute ideas to improve communication effectiveness and efficiency based on client feedback
• Streamline the current process to improve efficiency, reduce delays, and enhance the overall client experience (e.g. ideas on FAQ article)
• Review and update internal procedures

Service Level Mandate

• Know and understand our customer needs
• Participate in global training programs, gain awareness and knowledge on new innovation and existing products
• Use of all trading platforms and client tools proficiently.
• Understand and apply the tiered service level to all client queries regardless of inception.
• Understand the client life cycle stages in CRM and related processes.
• Fully competent in CRM usage and queue management, according to Team guidelines and SLAs whilst maintaining ownership of escalated issues.
• Work according to compliance rules, regulations and understanding of risk management.
• Actively take part in and act as driver in Lean process and meetings 

Requirements

• Strong team orientation, supporting colleagues and fostering open communication to drive collective success
• Minimum Diploma holder, at least 1 – 2 years customer service experience preferably within Financial Services industry. Some knowledge of various Capital Markets products will have an added advantage
• Passion for providing excellent Customer Service and comfortable in making outgoing cold calls to leads
• Ability to take ownership of set tasks & targets
• Strong organizational with great attention to detail
• Capable of multitasking, prioritise and meet deadlines in a dynamic environment
• Able to work as part of a team and independently when necessary
• Ability to follow clear guidelines and to ensure adherence to all compliance policies and procedures
• Possess good spoken and written communication skills in English.
• JSDA licensed holders are preferred
• Able to work on scheduled shifts and overtime if necessary

We get curious people invested in the world
 

When you work at Saxo, you become a Saxonian and part of a purpose-driven organisation, where good ideas are always taken seriously, and where you can make a true impact. We are invested in your development, and you can expect a robust career from day one when you join Saxo – no matter which role you take on.
 

You will join 2,500 other ambitious colleagues across 11 countries and become part of an international organisation. Working in Saxo, you will get to meet colleagues from many different cultures and backgrounds, and you should know that we value diversity and inclusion and see it as a genuine source of strength to drive growth, foster innovation and position us for long-term success. 
 
We encourage an open feedback culture and supportive team environments enabling employees to grow and fulfil their career aspirations.  

When you bring passion, curiosity, drive and team spirit, your learning journey will be dynamic and your career opportunities in Saxo will be immense.

At Saxo we don’t just offer a job – we offer an opportunity to invest in your future!  

How to apply :

Click here to create an account and upload your resume and a short motivation. We look forward to getting to know you better!