• Customer Service Analyst - Mandarin/Japanese Speaking Jobs in Australia

  • Morgan Stanley Pvt Ltd
  • Australia
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

Customer Service Analyst - Mandarin/Japanese Speaking

Job Number 3134363

Primary Location Non-Japan Asia-Australia-Victoria-Melbourne

Education Level Refer to Position Description

Job Other

Employment Type Full Time

Job Level Analyst


Do you have proven customer service experience combined with Japanese or Mandarin language skills

We are interested in speaking with candidates for a position within our Global Stock Plan Services team As a Customer Service Analyst, you are the primary contact for our Asia-Pacific based employees of multinational companies who use Morgan Stanley as their Corporate Benefits Administrator In this multi-faceted role, you will work with clients on the execution and administration of their corporate share/ option accounts As our clients are Asia-Pacific based, you will need to be able to speak Japanese or Mandarin and speak English fluently

The GSPS Service Professional is the primary contact for the Asia-Pacific based employees of multinational companies who use Morgan Stanley to administer their equity compensation plan This is a multi-faceted role where you will be assisting a wide range of customers from CEOs to clerical staff in the execution and administration of their corporate share/option accounts You will need to be able to speak a native language of Chinese, Cantonese or Japanese and speak English fluently, be an effective listener and deliver exceptional customer service

Receive inbound calls from participants, assess needs, answer enquiries, identify issues and implement the appropriate solutions, such as selling shares, assist with updating of wire instructions, address changes, etc
Make outbound calls when requested by back office or manager
Investigate and resolve customer complaints and concerns, and escalate where resolution cannot be reached
Educate clients in the use of corporate website Stock Plan Connect to encourage self-servicing
Improve product knowledge to be able to handle more sophisticated queries from customers
Meet Key Performance Indicators (KPIs) - Handle an average of 20-50 inquiries per day Ensure 80 PERCENT of inquiries are answered within 20 seconds Ensure the number of abandoned calls is less than 3 PERCENT
Proactively discuss and resolve issues that arise to improve client relationships and reduce amount of investigations/calls


Clear, fluent, effective English, fluent Mandarin or Japanese speaker
Able to work under pressure, deal with difficult customers, take ownership and responsibility for issues
Professional phone manner - be an effective and understanding listener
Team Player with strong interpersonal and communication skills
Independent problem solving skills

Attention for detail
Adaptable and efficient, able to prioritize issues in fast paced environment
RS146 in Securities highly regarded but not mandatory
Strong Computer skills, including internet, knowledge of Microsoft Word, Excel and PowerPoint
Experience in customer service would be an advantage

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Financial Services/Stockbroking
Functional Area : Accounting/Tax/Company Secretary/Audit
Role : Audit & Risk
Salary : As per Industry Standards
Deadline : 07th Jan 2020

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