Customer Service

• Accurately interpret shareholders’ queries and provide appropriate and timely advice at designated counters.
• Communicate courteously and effectively with shareholders at all times.
• Investigate and resolve complex or long-standing shareholder issues, ensuring a satisfactory resolution.

Correspondence Management

• Respond to all emails and walk-in correspondence within one working day of receipt.
• Address all email inquiries on the same working day.
• Ensure all shareholder communications are courteous, accurate, and complete.

Back-Office Duties

• Receipt and register all documents received from shareholders at the counter by ticketing them on Kayako.
• Verify all shareholder documents in line with established company procedures.
• Act on documents within timelines defined in the company’s procedure manual.
• Verify immobilization and transmission documents and assign them to the Office Manager for approval.
• Scan and properly file all relevant documents on the same day they are received.

Compliance & Record Management

• Ensure all activities adhere strictly to internal procedures and regulatory requirements.
• Maintain up-to-date and accurate records of all shareholder interactions and transactions.

Other Duties

• Perform any other tasks as may be reasonably assigned by management that fall within the scope of this role.

Qualifications and Experience

Education:

• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• Professional training in Customer Service, Records Management, or Compliance will be an added advantage.

Experience:

• Minimum of 2–3 years’ experience in a customer service, registrar services, or financial services environment.
• Demonstrated experience in handling client inquiries and resolving issues promptly and professionally.
• Hands-on experience in document verification, record management, and compliance processes.
• Familiarity with using customer service/ticketing systems for managing queries and document workflows.

Skills & Competencies:

• Excellent communication and interpersonal skills with the ability to interact courteously and effectively with diverse stakeholders.
• Strong problem-solving skills with attention to detail and accuracy.
• Ability to work efficiently under pressure and meet tight timelines.
• Proficient in MS Office Suite and comfortable with digital record management systems.
• High level of integrity, confidentiality, and commitment to compliance.