Senior Process Associate – Customer Support

Roles & Responsibilities

 Key Responsibilities

• Act as a primary point of contact for customer inquiries, ensuring accurate and timely resolutions
• Handle live chat / customer support requests while maintaining high service standards
• Support the management of outsourced customer support operations for international clients
• Monitor and manage workflow queues to ensure tasks are completed efficiently
• Prepare performance reports and updates for internal stakeholders
• Participate in product and system training to stay updated on new developments

 Candidate Profile 

• Minimum 2 years of experience in customer support or a client-facing role
• Experience in live chat / chat support or customer service operations
• Exposure to international clients will be an advantage
• Good understanding of accounting and investment practices
• Knowledge or exposure to local or foreign stock market / investment products
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills in English
• Ability to understand the Australian accent will be an advantage
• Experience with investment portfolio systems is a plus
• Proficiency in MS Excel and ERP systems will be an advantage