Customer Service Manager

Position Objectives

• Ensure excellent customer service quality and achievement of company KPIs.
• Improve customer satisfaction and client retention through service excellence.
• Ensure compliance of customer handling processes with Bappebti regulations.
• Lead and develop a high-performing Customer Service team.

Key Responsibilities

• Lead and manage the Customer Service team.
• Ensure all client inquiries and complaints are handled promptly and professionally via chat, email, and phone.
• Supervise client onboarding processes, including document verification and account activation.
• Explain the Risk Disclosure Statement, trading products, and trading regulations to clients in accordance with regulatory requirements.
• Handle escalated cases from the Customer Service team.
• Coordinate with Dealing, Compliance, Finance, and IT teams regarding operational client...