Client Service Associate (Japan)

About Us Saxo Bank Securities Ltd, Japan is a licensed subsidiary of Saxo Bank A/S and has operated in Japan since 2007. We provide access to global markets for our local customers and serves as a gateway to Japan markets for our global customers. 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, etc. 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 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 organization 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 cases. This role will be based in Tokyo, working closely with the global service team. Responsibilities Respond to client inquiries promptly and deliver comprehensive support via phone, chat, and email Escalate issue internally through inhouse system Assist customers in resolving a wide range of issues Document client interactions and file complaints or claims without delay, Meet SLA target Contribute ideas to improve communication effectiveness and efficiency based on client feedback Streamline the current process to improve efficiency, reduce delays, and enhance the overall client experience (e.g. ideas on FAQ article) Review and update internal procedures 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…