Job Description

The role is to work in the retail services department to help drive growth in Japanese/Vietnamese/Korean market by acquiring new clients and helping retain the existing ones.  

Responsibilities 

• Responsible for conversion performance of Japanese/Vietnamese/Korean market.
• Responsible for end-to-end client’s conversion experience to increase NTC conversion rate. 
• Responsible for proactively touching all leads as early as possible and for improving engagement rate. 
• Responsible for high quality conversion that organically extends to 2nd deposit and quality trading. 
• Handle Client complaints in accordance with established internal policies and deliver compliance approved responses to clients when requested.  
• Solve customer’s various challenges for the first-time trade, including, not limit to, registration, verification, deposit, and terminal usage.  
• Work closely with all internal stakeholders to improve onboarding experience of the customer and improve lifetime customer experience.  
• Responsible for retention and churn performance of Japanese market  
• Responsible for end-to-end client’s retention experience to decrease churn rate and to increase lifetime value.  
• Responsible for proactively touching all customer segmentations in strategic way to maximize entire customer portfolio – Productivity management.  
• Responsible for increasing customer lifetime value by providing most adequate offer to customers – Nurturing.  
• Also responsible for reactivating the dormant customers in the market.  
• Actively working with marketing department to develop effective marketing campaign to decrease churn rate and to increase customer lifetime value.  
• Understand entire customer lifetime journey and partner lifetime journey and Work closely with other teams in commercial to provide coherent customer experience across customer’s lifetime journey.  
• Adhere compliance and risk guideline while making sure excellent customer experience. 

Requirement :  

• Min 1 year of performing outbound sales calls (to warm-hot leads in financial industry). 
• Has background in using MS office tools, soft phone and online chat tools. 
• To be able to speak in professional Japanese/Vietnamese/Korean and English communication skills. 
• Flexible enough to adapt to the volatile demand of the market. 
• Added advantage if have experience in FX conversion-retention. 

Qualifications 

• Bachelor's degree or equivalent experience.