Specialist, Customer Service (VIP, Mandarin Speaker)

This is a frontline client service role that works closely with the Relationship Manager (RM) team to provide professional and consistent support to key clients. The role is responsible for handling client inquiries effectively, ensuring timely issue resolution, and delivering a seamless and consistent service experience.

• →Deliver Exceptional Client Support: Provide timely, attentive support to key clients while building and maintaining strong client relationships through day-to-day service interactions.
• →Coordinate Client Services: Work closely with the Relationship Manager (RM) team to deliver seamless client care by responding to inquiries, coordinating service requests, maintaining accurate records, and ensuring timely follow-up.
• →Ensure Service Excellence: Deliver responsive support through instant messaging and other communication channels, understand client needs, resolve issues efficiently, and handle complaints or service escalations with professionalism.
• →Manage Client Operations: Support the RM team with clients' day-to-day operational matters, including information processing, research, and feedback consolidation. Ensure all outstanding tasks are properly documented and handed over at the end of each shift.
• →Identify and Escalate Issues: Recognize sensitive, high-risk, or urgent situations and escalate them promptly in accordance with established internal procedures.
• →Maintain Compliance & Data Security: Adhere to all applicable compliance, regulatory, and data privacy requirements, ensuring sensitive information is handled securely and in line with company policies.

• Education & Language: Bachelor's degree or above, preferably in Business, Finance, Communications, or a related field. Fluent Mandarin is required, as this role supports native Mandarin-speaking clients and works closely with Mandarin-speaking business stakeholders.
• Relevant Experience: At least 3 years of experience in client service, client relations, or customer support. Experience in financial services or supporting high-value clients/key accounts is highly preferred.
• Client-Centric Mindset: Strong service orientation with the ability to remain composed when supporting demanding clients. Excellent verbal and written communication skills, strong sense of ownership, and exceptional attention to detail.
• Problem Solving & Judgment: Able to manage multiple priorities effectively, exercise sound judgment in sensitive situations, and demonstrate strong awareness of information security and confidentiality.
• Flexibility: Willing to work on a rotating shift schedule, including morning, afternoon, and evening shifts, and able to adapt to flexible rostering requirements.