Customer Service Officer

About Us:

Allocated Bullion Exchange (ABX)

Allocated Bullion Exchange (ABX) is the world’s leading electronic institutional exchange for allocated physical precious metals. The ABX brings global trading, price discovery, and clearing facilities into one standardised and secure online trading environment via our groundbreaking exchange trading platform, MetalDesk. 

The exchange introduces a new centrally cleared, transparent, and cost-effective allocated exchange system and standard for the industry by offering precious metal market participants an exchange where they are able to trade, deliver, or store physical precious metal in 7 global locations. ABX gives market participants across the world direct access to one integrated and consolidated global wholesale bullion market. We have enhanced market efficiency, introduced inclusiveness and accessibility, and provided relevant real-time price discovery. 

ABX has Modernised, Globalised & Integrated the precious metal markets by redefining the way physical bullion is traded. We connect all major global liquidity centres and break down the barriers to entry to the global wholesale market for all market participants.

About the Role:

We are looking for a Customer Service Officer to join our global support team. You will handle customer enquiries via email and LiveChat (Zendesk), take ownership of cases, and work closely with internal teams to deliver excellent customer experiences. This role operates on a 24/7 rotational shift and includes work-from-home arrangements.

Responsibilities:

• Communicating with customers professionally and responding to customers’ enquiries via phone, email, mail, and LiveChat (Zendesk).
• Resolve customers’ inquiries to ensure the best possible outcome.
• Compile reports as requested. 
• Keep records of customer interactions and customer accounts, and file relevant documents. 
• Follow communication procedures, guidelines and policies while working closely with the Business Operations Department.
• Taking ownership of cases
• Liaising with relevant departments pertaining to issues or cases.
• Keeping abreast with the latest developments and updates.
• Equipping oneself with relevant product knowledge.
• Able to multitask between emails, live chats, social media and other relevant channels.
• Maintaining quantifiable quality performances.
• Providing high-quality service to achieve maximum customer satisfaction by taking ownership and resolving queries at first contact where and when possible.
• To utilise all systems and avenues for information so that correct information is provided to customers.
• Possess and provide the best customer service mindset and etiquette.

Requirements:

• Experience in customer or client support
• Fluent in spoken and written English
• Familiarity with Zendesk and Salesforce (preferred)
• Willing to work 24/7 rotational shifts, including weekends
• Strong internet access for WFH
• Ability to work independently in a remote, global team
• Strong communication and multitasking skills

To be successful in this role, you will need to have

• Previous experience in client/customer support.
• Experience working with Cloud-based software SaaS.
• Excellent spoken and written communication skills.
• Ability to work efficiently and autonomously. 
• Excellent computer skills.
• Experience in working with remote global teams (WFH) 
• A strong desire to help customers succeed.

What We Offer:

• Flexible working arrangements
• Competitive salary
• Ongoing professional development
• Welcoming and supportive culture
• Diverse, global team