About Saxo
Founded in 1992, Saxo is a global investment bank, headquartered in Copenhagen. We offer fully digitised solutions for self-trading and advisory clients, along with discretionary wealth management capabilities for fund managers and asset managers and are at the forefront of innovation. 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, with one single account. 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 Singapore, 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 organisation 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 support tickets. This role will be based in Singapore, working closely with the global service team.
Responsibilities:
- Responsible for onboarding and providing excellent customer service to all clients through Inbound and Outbound Calls, Chats and CRM cases.
- Make cold calls to potential clients to expand client base and assist new clients with first funding and trade.
- Service all client queries which includes but not limited to trading platform and product, funding, transfer, reporting, technical support and access administration
- Platform support during errors or incident
- Gather client feedback as the voice of customer to improve the digital client journey on the website and help portal
- Share product benefits and value-add campaigns to client
- Work by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differently
- Manage access administration, account updates and amendments
- Participate in internal and external events such as client events, seminars, expos and roadshows
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.
- 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
- 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
- Possess good spoken and written communication skills in English and Mandarin to handle Chinese clients.
- 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.
- Able to work on scheduled shifts from 6am to 6pm, and overtime if necessary.
We offer an attractive salary and benefits package and the opportunity to be a part of a dynamic and passionate team.
Information provided by applicants will be treated in strict confidence and will only be used for recruitment purposes.
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!
Skills Required
- Minimum Diploma qualification
- At least 1–2 years of customer service experience, preferably in financial services
- Knowledge of capital markets products
- Fluent spoken and written English
- Fluent spoken and written Mandarin to support Chinese clients
- Excellent customer service skills
- Comfort making outbound cold calls
- Ability to own tasks and meet targets
- Strong organization and attention to detail
- Ability to multitask, prioritize, and meet deadlines
- Ability to work independently and as part of a team
- Ability to follow compliance policies and procedures
- Ability to work scheduled shifts from 6am to 6pm and overtime when necessary
What We Do
At Saxo we believe that when you invest, you unlock a new curiosity for the world around you. Discovering an intuitive desire within to actively learn, explore, and ask questions, you will engage with new companies, new communities, maybe even new countries. You could call this an appetite or passion for new knowledge and skills. We call it curiosity. Ultimately everything we do as a company is focused on getting curious people invested in the world by giving our clients more ways to make more of their money. We began in Copenhagen, Denmark in 1992 with a clear vision: to make the global financial markets accessible for more people. In 1998, we launched one of the first online trading platforms in Europe, providing professional-grade tools and easy access to global financial markets for anyone who wanted to invest. Today we are a well-capitalised Danish (EU) bank with top capital ratios and positive rating from S&P, trusted by over 1.2 million clients. As an international award-winning investment firm for investors and traders who are serious about investing, our clients enjoy regulated and reliable access to over 71,000 financial instruments on our industry-leading platforms. Keeping our headquarters in our beloved Denmark, we have expanded our reach to having more than 70 nationalities employed in offices in 14 countries. We are proud of our Scandinavian heritage and we are committed to the values of trust, fairness, and security. We believe this gives our clients the confidence to be adventurous and curious. Curiosity can lead you to places you never could have imagined. When you invest, you stimulate the mind, you see new perspectives, and you broaden your horizons. Personal transformation is inevitable as you develop a sincere interest and curiosity for not only the world, but also for others. At Saxo our greatest hope is for everyone to become engaged, to feel empowered, and to Be Invested
