Senior Executive – Client Services (Contract)

Eastspring Investments; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Eastspring Investments, a global asset manager in Kuala Lumpur, is seeking a seasoned customer service professional to handle inquiries from branches, investors, and agents. You will support daily operations, provide clear, compassionate assistance, and resolve feedback in line with SOPs.

With 5+ years in customer service and strong English communication, you will contribute to a high-standard service culture and actively promote online platforms for investors and agents.

Qualifications

• Minimum of 5 years of experience in customer service.
• Familiarity with financial services or unit trust industry will be an advantage.
• Exceptional written communication skills in English, with a strong command of grammar. Fluency in spoken English is a plus.
• Experience in tools such as Zendesk and JIRA would be an advantage.
• Strong communication skills, with the ability to articulate ideas clearly and effectively.
• Excellent problem-solving and analytical abilities, with a solution-oriented approach to challenges.
• Collaborative team player, demonstrating a positive and cooperative attitude.
• Logical and strategic thinker, able to analyze situations from multiple perspectives.

Responsibilities

• Respond to emails, chats, calls, and inquiries from branches, investors, agents, and social media platforms.
• Handles walk in investors and agents at Menara Prudential branch.
• Execute daily operational tasks, including following up on incomplete transactions with agents and investors, and providing statements to investors.
• Offer informed and compassionate assistance to clients, addressing their concerns clearly and professionally.
• Investigate and resolve client feedback or complaints in accordance with the company’s Standard Operating Procedures (SOP).
• Customer Satisfaction Score (NPS): Achieve or exceed target scores.
• myEastspring platform adoption: Actively encourage the use of online platform for investors and agents.
• Able to continuously explore and suggest new process improvement related to customer servicing.
• Participate in team activities and demonstrate positive contributions through peer feedback.
• Stay updated on unit trust product knowledge and company policies to provide accurate information
• Perform ad hoc tasks as assigned by the Supervisor, which may include various duties that arise unexpectedly and require immediate attention.

Skills

Customer service

Written English

Verbal English

Communication

Problem-solving

Teamwork

Analytical thinking

Strategic thinking

Tools

Zendesk

JIRA

Job description

Eastspring is a global asset manager with Asia at its core. We create a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Eastspring a place where you can Connect, Grow and Succeed.

Essential / Key Duties & Responsibilities

• Respond to emails, chats, calls, and inquiries from branches, investors, agents, and social media platforms.
• Handles walk in investors and agents at Menara Prudential branch.
• Execute daily operational tasks, including following up on incomplete transactions with agents and investors, and providing statements to investors.
• Offer informed and compassionate assistance to clients, addressing their concerns clearly and professionally.
• Investigate and resolve client feedback or complaints in accordance with the company’s Standard Operating Procedures (SOP).
• Customer Satisfaction Score (NPS): Achieve or exceed target scores.
• myEastspring platform adoption: Actively encourage the use of online platform for investors and agents.
• Able to continuously explore and suggest new process improvement related to customer servicing.
• Participate in team activities and demonstrate positive contributions through peer feedback.
• Stay updated on unit trust product knowledge and company policies to provide accurate information
• Perform ad hoc tasks as assigned by the Supervisor, which may include various duties that arise unexpectedly and require immediate attention.

Experience/ Qualifications/Requirement

• Minimum of 5 years of experience in customer service.
• Familiarity with financial services or unit trust industry will be an advantage.
• Exceptional written communication skills in English, with a strong command of grammar. Fluency in spoken English is a plus.
• Experience in tools such as Zendesk and JIRA would be an advantage.
• Strong communication skills, with the ability to articulate ideas clearly and effectively.
• Excellent problem-solving and analytical abilities, with a solution-oriented approach to challenges.
• Collaborative team player, demonstrating a positive and cooperative attitude.
• Logical and strategic thinker, able to analyze situations from multiple perspectives.

Eastspring is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.