Customer Service Associate (B2B & B2C)

Role Overview

The Customer Service Associate will support both B2C and B2B (Corporate) client segments, playing a critical role in delivering a seamless and high-quality customer experience. This role serves as the primary point of contact for customers, supporting onboarding, account setup, operational queries, and ongoing client engagement.

The successful candidate will build strong client relationships, ensure efficient onboarding processes, resolve operational issues, and collaborate closely with internal stakeholders to drive customer satisfaction and operational excellence.

Key Responsibilities

Client Onboarding & Engagement (B2C & B2B)

- Act as the first touchpoint for newly onboarded individual and corporate clients.

- Welcome new clients and provide onboarding materials, including welcome kits.

- Guide clients through:

- Wallet setup

- Platform navigation

- Product offerings, fees, subscription processes, and secondary trading platforms

- Support B2B corporate account onboarding, including:

- Collection and verification of required onboarding documents

- Assisting clients with account setup and administrative requirements

- Coordinating with internal teams to ensure timely account activation

- Tag and hand over clients to the appropriate Client Account Manager once onboarding is completed.

Customer Support

- Respond promptly and professionally to customer inquiries via multiple channels (phone, email, chat, and digital platforms), excluding investment advice.

- Provide accurate information related to onboarding, account administration, and company policies.

- Support both individual and corporate clients with operational queries and day-to-day account matters.

- Assist Client Account Managers in resolving operational and administrative issues efficiently.

Issue Resolution

- Investigate, analyze, and resolve customer operational issues in a timely and effective manner.

- Collaborate with internal teams (e.g. operations, compliance, technical, and sales) to escalate and resolve complex cases.

- Maintain detailed and accurate records of customer interactions, actions taken, and resolutions.

Documentation & Reporting

- Maintain accurate and up-to-date customer records in Salesforce, including inquiries, documentation, feedback, and issue resolutions.

- Support reporting on key customer service metrics such as response time, resolution time, onboarding turnaround time, and customer satisfaction.

- Identify recurring issues, operational gaps, and improvement opportunities to enhance customer experience and efficiency.

Business Knowledge & Proactive Engagement

- Develop a strong understanding of products, services, onboarding workflows, and service initiatives.

- Stay updated on new features, enhancements, promotions, and regulatory or process updates.

- Proactively engage clients and identify potential sales or upsell opportunities for referral to the Client Account Management team.

- Provide structured feedback to the Head of Consumer Group and relevant stakeholders on client needs, trends, and improvement opportunities.

Continuous Improvement & Client Trust

- Continuously identify opportunities to improve onboarding, service processes, and customer experience.

- Build long-term trust by demonstrating empathy, professionalism, reliability, and responsiveness.

- Proactively suggest process enhancements to improve efficiency and customer satisfaction.

Requirements

- Minimum 3 years of experience in customer service, client onboarding, or a related role.

- Experience in the financial services or fintech industry is preferred.

- Exposure to B2B / corporate client onboarding and account administration is highly advantageous.

- Familiarity with CRM systems, customer support tools, and ticketing platforms.

- Strong active listening skills with the ability to understand customer needs and deliver appropriate operational solutions.

- Passion for delivering exceptional customer service and supporting client success.

- Ability to remain calm, professional, and solution-oriented in challenging situations.

- Strong verbal and written communication skills with the ability to convey information clearly and concisely.

- Strong analytical and problem-solving skills, with the ability to adapt solutions to varying client needs.

- Excellent time management and organizational skills, able to manage multiple priorities in a fast-paced environment.

- A collaborative team player who contributes positively to a cross-functional working environment.

- Basic understanding of financial products, services, and digital platforms.

- Proficient in written and spoken English; Mandarin proficiency is an advantage.