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About the Role

Client and Partner Service is a client-facing team responsible for the entire client experience. We are the first point of contact for clients, assisting with a broad array of queries and collaborating with various internal teams. This role is based in Tokyo and works closely with the global service team.

Responsibilities

Respond to client inquiries promptly and deliver comprehensive support via phone, chat, and email.
Escalate issues internally through the in-house system.
Assist customers in resolving a wide range of issues.
Document client interactions and file complaints or claims without delay.
Meet SLA targets.
Contribute ideas to improve communication effectiveness and efficiency based on client feedback.
Streamline the current process to improve efficiency, reduce delays, and enhance the overall client experience.
Review and update internal procedures.
Understand and apply the tiered service level to all client queries.
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.
Actively take part in and act as driver in Lean process and meetings.

Requirements

Strong team orientation, supporting colleagues and fostering open communication to drive collective success.
Minimum Diploma holder.
At least 1 – 2 years customer service experience preferably within the Financial Services industry.
Some knowledge of various Capital Markets products will be an added advantage.
Passion for providing excellent Customer Service.
Comfortable in making outgoing cold calls to leads.
Ability to take ownership of set tasks & targets.
Strong organizational skills with great attention to detail.
Capable of multitasking, prioritizing and meeting 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.
JSDA licensed holders are preferred.
Able to work on scheduled shifts and overtime if necessary.

Skills

Trading platforms
Client tools
CRM usage
Queue management
Risk management
Lean process

Location

Tokyo

Work Type

Full-time

Experience Level

1-2 years

Education Level

Diploma

About the Company

Saxo Bank Securities Ltd, Japan is a licensed subsidiary of Saxo Bank A/S, operating in Japan since 2007.
We provide access to global markets for local customers and serve as a gateway to Japan markets for global customers.
Saxo enables individual and institutional clients to trade more than 40,000 instruments globally from one single margin account.
We provide institutional clients such as banks and fintech with Open Banking solutions from multi-asset execution, prime brokerage services to trading technologies.
Our multi-asset platform provides access to trade across FX, FX Options, Futures, Stock Options, Stocks, Bonds, CFD’s, Indices, etc.
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 London, Tokyo, Zurich, Dubai, Milan, Paris and Amsterdam.
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.
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.
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!