Customer Service Specialist

17 hours ago

Pune, Maharashtra, India SGX FX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

ResponsibilitiesOwnershipThe production service is entirely owned by the Client Services team.

  • Responsible for the end-to-end operation of all trading and pricing services.
  • Make critical, real-time decisions and take action to ensure continuous service uptime.

Client Relationship Management

  • Build and nurture strong, trust-based relationships with clients, serving as an advocate for their needs within the company.
  • Collaborate with sales, account management, and integration teams to deliver exceptional 24/6 support coverage.

Incident Management

  • Rapidly assess, prioritize, and resolve incidents while keeping clients informed throughout.
  • Serve as the primary point of contact for clients and internal teams during incidents.
  • Create and maintain timely client-facing service alerts.
  • Actively manage and resolve open incidents, including those of other team members, as needed.
  • Perform regular system health checks to ensure seamless service operation.
  • Coordinate with third-party service providers to resolve incidents and obtain detailed root cause analyses.

Service Operations

  • Manage application upgrades and deployments for SGX FX's core trading services.
  • Contribute to continuous service improvement initiatives with a focus on client satisfaction.
  • Configure, implement, and fine-tune monitoring systems to proactively identify potential client impacts.
  • Conduct thorough handovers with remote regions as part of SGX FX's follow-the-sun support model.
  • Support other duties aligned with our mission to enhance client satisfaction and service excellence.

Requirements

  • Minimum of 2 years' experience in FX e-trading client support.
  • Proficiency with Linux servers and commands, Shell Scripting, Python is a good to have.
  • Practical experience and understanding of the FIX protocol.
  • Detail-oriented with a client-first mindset.
  • Ability to tailor communication styles to diverse audiences, combining technical expertise with business acumen.
  • Self-motivated, proactive, and capable of managing incidents effectively under pressure.
  • Excellent organizational, analytical, and problem-solving skills.
  • Experience managing high-profile, tier-1 clients and business-critical applications.
  • Strong aptitude for understanding and addressing client needs, resolving workflow challenges efficiently.

Why Join Us? At SGX FX, careers are filled with limitless possibilities. Our support team plays a pivotal role in ensuring the success of our clients and the reliability of our operations. As a key member of this team, you'll have the opportunity to make a tangible impact, work with high-profile clients, and contribute to the evolution of the FX market. Take your opportunity to thrive in a dynamic, client-focused environment dedicated to innovation, excellence, and support team empowerment.

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