Customer Service Officer

ROLE SUMMARY

DUTIES & RESPONSIBILITIES

Front Desk & Client Reception

• Welcome and receive all clients, visitors, and stakeholders in a professional and courteous manner.
• Direct clients to the appropriate department or relationship manager.
• Maintain a clean, organised, and professional reception area.

Client Inquiry Management

• Respond to client inquiries via phone, email, and in-person promptly and professionally.
• Provide accurate information on the company's products, services, and processes.
• Escalate complex or unresolved queries to the appropriate department or relationship manager.
• Follow up with clients to ensure their inquiries are resolved satisfactorily.

Administrative Support

• Manage incoming and outgoing correspondence, including mail, packages, and courier services.
• Schedule meetings, appointments, and conference rooms for staff and clients.
• Assist with document preparation, photocopying, scanning, and filing.
• Maintain client databases and contact lists.
• Support the operations team with basic administrative tasks as required.

Client Experience & Relationship Management

• Build and maintain positive relationships with clients through consistent, high-quality service.
• Anticipate client needs and proactively provide support.
• Gather client feedback and share with management for service improvement.
• Maintain client confidentiality and handle sensitive information with discretion.

Operational Support

• Assist with client onboarding documentation and verification.
• Support the compliance team with KYC and AML documentation as required.
• Manage office supplies and stationery inventory for the front office.
• Support corporate events, client meetings, and other functions as needed.

Brand Representation

• Uphold Finesse Capital's brand image through professional appearance, communication, and behavior.
• Ensure all client-facing materials are presented in a polished and professional manner.
• Actively promote a culture of client-centricity and service excellence

CANDIDATE PROFILE

EDUCATIONAL QUALIFICATION

• Bachelor's degree in any discipline.
• Certification in Customer Service or Relationship Management is an added advantage.

QUALIFICATION AND EXPERIENCE

• 1–3 years of experience in a client-facing role, preferably within financial services, banking, asset management, or a professional services environment.

KEY SOFT SKILLS AND ATTRIBUTES

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Basic understanding of financial services products (wealth management, investments, capital markets) is an advantage.
• Knowledge of CRM systems and basic reporting is desirable.