What you'll do

• Act as the lead point of contact for any and all matters specific to the client's account.
• Work closely with cross-functional departments in providing resolutions and recommendations for customer issues.
• Handle daily customer concerns with detailed, polite, and empathetic communication to ensure customer retention.
• Perform other related duties, and ad-hoc tasks as they may be required from time to time
• Prepare weekly and monthly reports that track the team’s overall performance and identify pain points that can be improved.
• Studying new product descriptions and communicating these with VIP clients
• Plan and implement strategies to provide excellent customer experience.
• Build, maintain, and strengthen relationships with VIP clients to drive engagement, satisfaction, and long-term retention.
• Increase trading volume and fee revenue by upselling services, identifying growth opportunities, and onboarding new VIP clients.
• Collaborate with internal teams to help execute growth strategies aimed at expanding VIP client activity and enhancing wallet share.

What we expect from you

• Bachelor’s degree in any field
• Strong analytical skills and knowledge of Google Suite programs
• Strong verbal and written communication skills in both English and Filipino
• Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
• Thinks fast under pressure and solves problems on the go without being overwhelmed
• Meticulous, detail-oriented, and able to work quickly with minimal supervision
• Has a track record for getting things done - drive, ownership, and execution are at the core of our culture
• Technical and Customer service experience in any industry is a plus but not required.
• Amenable to shifting schedule (morning, mid-shift and graveyard shifts)