Client Support and Sales - Singapore

Saxo Capital Markets Pte. Ltd.; Singapore; On-site; SGD 36,000 - 51,000; Full time

Job summary

Saxo Capital Markets Pte. Ltd. in Singapore is seeking a Client and Partner Service specialist to be the first point of contact for a global client base.

You will handle inbound/outbound calls, chats and CRM cases, delivering scalable service across channels and client segments. You will onboard clients, assist with funding and trading questions, and collaborate with Global Sales Trading, Compliance and Operations to ensure a seamless client experience.

Qualifications

• Diploma holder with 1–2 years customer service experience.
• Knowledge of Capital Markets products is a plus.
• Strong English and Mandarin communication skills.
• Willingness to make outgoing cold calls to leads.
• Ability to follow clear guidelines and meet deadlines.

Responsibilities

• Onboard and provide excellent customer service to all clients via inbound/outbound calls, chats and CRM cases.
• Make cold calls to expand client base and assist new clients with funding and trading.
• Handle client queries on trading platforms, funding, transfers, reporting, and access administration.
• Provide platform support during errors or incidents.
• Gather client feedback to improve the digital client journey on websites and portals.
• Share product benefits and run value-add campaigns to clients.
• Follow strategy and FIFO prioritization for all work.
• Manage access administration, account updates and amendments.
• Participate in client events, seminars, expos and roadshows.
• Adhere to SLA and participate in global training programs.
• Use trading platforms and client tools proficiently.
• Understand client life cycle in CRM and queue management.
• Maintain compliance with policies and risk management.

Skills

Customer service

Bilingual English-Mandarin

Cold calling

Communication

Multitasking

Education

Diploma or equivalent

Tools

CRM systems

Trading platforms

Job description

About Saxo

Founded in 1992, Saxo is a global investment bank, headquartered in Copenhagen. We offer fully digitised solutions for self-trading and advisory clients, along with discretionary wealth management capabilities for fund managers and asset managers and are at the forefront of innovation. Saxo enables individual and institutional clients to trade more than 40,000 instruments globally from one single margin account and provides institutional clients such as banks and fintech with Open Banking solutions from multi-asset execution, prime brokerage services to trading technologies. Saxo‘s multi-asset platform provides access to trade across FX, FX Options, Futures, Stock Options, Stocks, Bonds, CFD’s, Indices, with one single account. 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 Singapore, London, Tokyo, Zurich, Dubai, Milan, Paris and Amsterdam.

About the role

Client and Partner Service is a client-facing team anchored in Group Commercial, the department responsible for the entire client experience, encompassing all client-facing touchpoints across channels, platforms and client segments. We service all client types from direct retail to institutional. We are the first point of contact for most clients, assisting clients with a broad array of queries from trading to funding-related questions. We also support and collaborate with many teams throughout the organisation including Global Command Centre (GCC), Global Sales Trading (GST), Electronic Trading, Legal, Compliance, and all Operations teams. Client Services is one team spread over locations in Denmark, India, Netherlands, and Singapore, covering 24/5.5 hrs in 15 languages. We interact with clients via phone, platform chat, and support tickets. This role will be based in Singapore, working closely with the global service team.

Responsibilities

• Responsible for onboarding and providing excellent customer service to all clients through Inbound and Outbound Calls, Chats and CRM cases.
• Make cold calls to potential clients to expand client base and assist new clients with first funding and trade.
• Service all client queries which includes but not limited to trading platform and product, funding, transfer, reporting, technical support and access administration.
• Platform support during errors or incident.
• Gather client feedback as the voice of customer to improve the digital client journey on the website and help portal.
• Share product benefits and value-add campaigns to client.
• Work by strategy for case management prioritized by client segmentation then FIFO for all work, unless specified differently.
• Manage access administration, account updates and amendments.
• Participate in internal and external events such as client events, seminars, expos and roadshows.
• Service Level Mandate: Know and understand our customer needs.
• Participate in global training programs, gain awareness and knowledge on new innovation and existing products.
• Use of all trading platforms and client tools proficiently.
• Understand and apply the tiered service level to all client queries regardless of inception.
• Understand the client life cycle stages in CRM and related processes.
• 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.
• 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

• Minimum Diploma holder, at least 1 – 2 years customer service experience preferably within Financial Services industry.
• Some knowledge of various Capital Markets products will have an added advantage.
• Possess good spoken and written communication skills in English and Mandarin to handle Chinese clients.
• Passion for providing excellent Customer Service and comfortable in making outgoing cold calls to leads.
• Ability to take ownership of set tasks & targets.
• Strong organizational with great attention to detail.
• Capable of multitasking, prioritise and meet 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.
• Able to work on scheduled shifts from 6am to 6pm, and overtime if necessary.

We offer an attractive salary and benefits package and the opportunity to be a part of a dynamic and passionate team.

Information provided by applicants will be treated in strict confidence and will only be used for recruitment purposes.

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 when you join Saxo – no matter which role you take on. 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, and you should know that 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!

About Saxo Bank Support our purpose

We believe access to global capital markets is not only for the privileged few. Our vision is to enable people to fulfill their financial aspirations to make an impact. That’s why we use the power of technology to deliver clients what they need, when they need it in a user‑friendly and personalised experience. We aim to deliver the world’s most user‑friendly and personalized trading and investment platform experience, which gives our clients exactly what they need to make more informed investment decisions.

Be part of a unique journey

• Continuously strives to improve the Saxo Experience and exceed our clients’ expectations.
• Always invests in the future.
• Builds unrivalled platforms for seasoned and experienced investors and wholesale clients that provide real‑time access to global capital markets.
• Consistently wins the highest accolades for our platforms, products and services.

So, if you’re up for the challenge of breaking down barriers in global financial markets, we’re always looking for ambitious and enthusiastic people who share our passion for clients, technology and innovation and can bring new perspectives to our diverse team. For more on our story, culture and identity, please read the Saxo Bank Foundation, written by our CEO and founder Kim Fournais. More about Saxo Bank