Customer Service Representative - Financial Services - TJ / 1868071

Our client Professional Employers (Pvt) Ltd is looking for a Customer Service Representative - Financial Services in Lahore

Professional Employers (Pvt) Ltd seeks a dedicated Customer Care Representative with at least two years of experience to enhance the client experience and ensure smooth interaction with financial services. This role demands expertise in handling client concerns related to brokerage operations, trading platforms, and associated financial products, requiring a professional attitude and excellent problem resolution skills. The ideal candidate will demonstrate strong communication abilities, patience, and meticulous attention to detail while maintaining confidentiality. Familiarity with Customer Relationship Management software and proficiency in digital communication tools such as email and WhatsApp are essential. This role does not involve team management but is critical for supporting smooth client coordination and follow-up.

The Customer Care Representative ensures clients receive accurate and timely information, aids in resolving issues, and enhances overall customer satisfaction under pressure. The candidate should have a foundational knowledge of the Pakistan Stock Exchange (PSX) and Pakistan Mercantile Exchange (PMEX), along with brokerage operations to provide competent service. Proficiency with MS Office tools supports reporting and documentation tasks. This position requires a collaborative approach, working closely with internal departments to address client needs effectively while demonstrating a professional and courteous demeanor at all times.

Responsibilities

• Handle client queries through calls and email, and walk-ins.
• Assist clients with account opening, KYC, documentation, account activation, and onboarding.
• Guide clients regarding Tradin One, PSX, PMEX, mobile app, web portal, and desktop terminal.
• Support clients in login issues, password reset, deposits, withdrawals, portfolio access, and account-related matters.
• Coordinate with Operations, Compliance, Equity, PMEX, Research, IT, Finance, and Settlement teams for timely resolution.
• Maintain records of client complaints, follow-ups, service requests, and resolutions.
• Follow up with clients for pending documents, initial deposit, activation, and feedback.
• Escalate urgent, sensitive, or unresolved matters to the relevant supervisor.
  
  

Attend official office-related outside activities, client service assignments, meetings, trainings, events, exhibitions, or any other business activity within business hours or after business hours, as assigned by management and in accordance with company policy.

• Maintain confidentiality of client information and ensure compliance with company policies.
• Strong communication and customer service skills.
• Good teamwork, coordination, and follow-up ability.
• Basic knowledge of PSX, PMEX, brokerage operations, and trading platforms.
• Ability to handle clients professionally under pressure.
• Proficiency in MS Office, email, and client record management.
• Professional attitude, patience, confidentiality, and attention to detail.