Client Service Analyst - Livechat (Seychelles, French&Creole required)

Responsibilities

Support clients on all inquiries via live chat or email

Ensure efficient and excellent customer service experience provided

Be well equipped with the Company's platform/product including keeping abreast of general market conditions

Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients

Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management

Ensure frontline operations are smooth, including flagging out any necessary discrepancy or situational risk to management on time.

Continuously seek improvement to enhance team’s performance and work efficiency including overall work process

Support leaders in supervising and manage manpower to ensure sufficient coverage for livechat operations including email, as per business requirements

Assist in overseeing team performance and ensure all members consistently achieve and maintain high KPIs

Provide coaching and training to all members, including case sharing for error / incidents prevention

Monitor team specific challenges and situations, working proactively to meet team and BU OKRs

Analyze performance data and prepare detailed reports providing analysis, and solutions to problems

Develop and execute hands-on in continuous improvement for the team in terms of performance, manpower and process enhancement

Act as bridge of communications across departments and internal division to ensure operations and project-collaborations are effective and results-driven

To be operationally-ready by handling livechat and email personally whenever necessary, including standby for emergency outtage.

Requirements

Preferably customer service with experience handling external vendors, government agencies or related regulatory / compliance relations.

Candidate possess bachelor degree in finance / economics / mathematics or any related capacity

Min 5-7 years of customer service experience, with 2-3 years of supervisory or management responsibilities.

Ideally familiar with frontline operations (Livechat and Email) in fast-paced industries like Financial institutions, Fintech / Banking / Investment / call-center environment

Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position.

Proficient in English & French & Creole in communication and writing in order to liaise with dedicated market counterparts

Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms

Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance

Able to perform 5 days' rotational shift work including weekends & Public Holidays