Enable your future
At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.
What is your mission
- Deliver high-quality, multi-channel support to clients, ensuring timely, accurate, and professional handling of enquiries and issues.
- Tailor support in line with defined client segments (standard/premium traders & partners).
- Support client retention by providing accurate guidance and practical insights within role scope and approved processes.
- Identify, assess and share relevant trends/observations with internal teams, following established escalation and reporting procedures for recurring issues to support service improvements and influence Product/IT roadmaps.
- Collaborate with internal stakeholders across departments, resolving client issues effectively to support operational and market expansion.
- Apply a solution-oriented approach by identifying root causes and contributing to sustainable resolutions, not solely immediate fixes.
- Adhere strictly to CX Charter, internal policies, procedures, quality standards, and regulatory requirements in all client interactions and case handling.
- Handle escalations professionally, ensuring clear communication, accurate documentation, and resolution within agreed timeframes.
- Conduct layer-1 trade investigations and validations with accuracy, and in accordance with approved processes.
- Escalate complex matters to senior managers or relevant stakeholders with complete and timely information.
- Undertake any additional responsibilities as assigned to support Company's broader business objectives.
Who are we looking for
- Proven experience in a customer service role, with a strong preference for candidates with fintech experience.
- Excellent communication and interpersonal skills with the ability to empathize with clients.
- Strong verbal and written communication skills in English and Japanese.
- Strong problem-solving abilities and a keen attention to detail.
- Ability to work well in a team environment and collaborate effectively with colleagues and other departments.
- Proficiency in using CRM and service desk systems.
- Ability to multitask and prioritize workload in a fast-paced environment.
- Commitment to continuous learning and professional development.
- Self-driven and proactive mindset, not afraid of taking on challenges or responsibilities.
- This role entails the need for the candidate to be able to work on rotating day shift and weekend shifts.
Who is TDCX
Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.
With a focus on helping companies enable the future, TDCX's smart, scalable approach— driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.
