Client Services/Customer Care Support Analyst

An exciting Client Services/Customer Care Support Analyst job based in Penang has just been made available with a market leader in derivatives post-trade processing. You will bring innovation, expertise, processes, IT consulting and networks together to solve the post-trade challenges of the global financial markets.

About the Client Services/Customer Care Support Analyst Role:
Reporting to the Customer Service Team Lead, you will be required to assist on everyday client queries pertaining to access management, system workflow, technical errors, customisation requirements, etc.

Key Responsibilities:

• Direct interaction with the Clients globally to resolve technical and non-technical related queries, working in close partnership with our Singapore, Tokyo, Sydney, and Hong Kong teams
• Monitor client queries investigate and troubleshoot errors and work with internal groups to provide resolution
• Respond to client requests by providing detailed analysis and feedback
• Work closely with internal teams for system enhancements
• Participate in internal/external training needs. Educate clients on upcoming product enhancements/changes
• Onboarding new participants in a timely manner and effective implementation of the product. Assist clients in testing the trade flows and help troubleshoot issues faced by the client
• Configure the product as per client’s requirement with regards to trade confirmation
• Perform testing and provide troubleshooting for the client to configure the product as per the requirements of the participant in the UAT and pre-prod environment and emulate the same design setup in the production environment as well
• Develop and maintain productive client relationships
• Coordinate across internal teams across global operations footprint to achieve positive outcome for client experience
• Respond to client requests by providing detailed evaluation and feedback
• Participate in the testing of system enhancements
• Identify and track system issues, partnering with technology teams to ensure delivery

To succeed in the Client Services/Customer Care Support Analyst job, you must demonstrate a passion for technology, strong problem-solving skills, and excellent communication abilities.

Key Requirements:

• University graduate preferred
• At least two years' experience required
• Knowledge of OTC derivative products, Trade confirmations, and financial markets is a major plus
• Previous experience working with software systems and technology
• Readiness to consider any candidate who can demonstrate a passion for technology, strong problem-solving skills, and excellent communication abilities
• Japanese language proficiency is an added advantage ​
• Ability to work in fast paced environment with client orientation

This multinational firm is much more than a leading provider of progressive post-trade solutions for the global OTC markets. The culture is demanding, but if you are determined and have a can-do attitude, the potential rewards are significant.

If you are driven, determined and want to take the next step in your career, this Client Services/Customer Care Support Analyst role is for you. You will be part of a forward-thinking company that values innovation and a progressive mindset.

If you would like to apply for this role or find out more, please email to jack.moh@robertwalters.com.my.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
(formerly known as Robert Walters Sdn Bhd)
Business Registration Number : 729828-T
Licence Number : JTKSM 423C