As a CS&OP Executive reporting to the CS&Operations Manager within our CS&OP Department, you will work in a hybrid environment with shift arrangements to serve our Thailand market coverage. This role involves close collaboration with our Sales team to deliver exceptional customer service and operational support for our international clients. You will act as a key point of contact for English-speaking clients, ensuring consistently high levels of customer satisfaction while supporting critical operational processes that directly contribute to VT Markets' growth and service excellence in the Thai market.
Requirements
Job Experience & Education- Bachelor's degree in any field or equivalent work experience in customer service or operations
- 1-2 years of customer service experience, preferably in financial services, fintech, or international business environment
- Experience with multi-channel customer support platforms and operational processes
- Technical and Functional Skills
- Fluent proficiency in English and Thai language with excellent written and verbal communication skills
- Strong computer skills and typing proficiency for efficient customer interaction and operational task management
- Knowledge of financial markets, trading platforms, or brokerage services is advantageous
- Strong service-oriented mindset with genuine commitment to helping customers succeed
- Excellent problem-solving abilities with patience and empathy when handling customer concerns
- Adaptability and resilience to work effectively in shift arrangements and a fast-paced environment
- Flexibility to work in shifts to support international clients and operational requirements
- Willingness to work 5 days per week including occasional weekend coverage as business needs require
- Due to the hybrid nature of role, you will need to access your personal device & laptop for work
Responsibilities
- Competitor Research: Regularly collect and analyze competitors’ products, services, and market strategies to provide actionable insights and data support for business optimization and strategic planning
- Account Processing: Handle new account opening procedures efficiently, ensuring all documentation and verification requirements are completed accurately and promptly
- Multi-Channel Customer Support: Provide professional assistance to clients worldwide through various live support channels including Facebook, Line Official, and other digital platforms
- Technical Support Delivery: Support clients with platform-related technical issues and troubleshooting, providing step-by-step guidance to ensure optimal trading experience
- Cross-Department Coordination: Facilitate effective communication and coordination between different departments to resolve complex customer issues and ensure seamless service delivery
- Documentation Management: Prepare, review, and translate various customer documents and communications to support client needs and operational requirements
- Issue Resolution: Handle customer inquiries, complaints, and concerns with professionalism, ensuring timely and satisfactory resolution to maintain customer trust
- Client Relationship Management: Build and maintain positive relationships with clients through proactive communication and service excellence
- Operational Support: Complete assigned operational tasks that support overall department efficiency and business objectives
- Service Quality Maintenance: Ensure consistent delivery of high-quality customer service across all client touchpoints and communication channels