TDCX

Risk

• Work with the ePayment Account to deliver a happier customer experience.
• Provide high-quality support to new and existing e-payment users.
• Communicate with users via phone, chat, and email.
• Pay individual attention to users and carefully research their issues.
• Ask for help from the rest of the team when needed.
• Support users ranging from fledgling start-ups to Fortune 500 companies.

Risk Account Specialist

Customer Support

• Provide excellent support to customers through all relevant communication channels.
• Identify customer needs and research existing issues to provide strategic solutions and clarify confusion.
• Ensure first-contact resolution and effective follow-up with service partners and internal departments for case closure according to service standards.
• Provide constructive feedback on tools, resources, procedures, and guidelines to enhance workflow and customer experience.
• Deliver services using the correct procedures to ensure high customer satisfaction.
• Build sustainable relationships and engage customers by going the extra mile.
• Perform other duties assigned by management within the employment category and support the effective implementation, maintenance, and continual improvement of TDCX's Quality Management System.

Customer Service Representative

Business Development Rep

• Profile prospects and contacts from target accounts using LinkedIn searches and telephone call-outs.
• Complete agreed prospect and contact data fields.
• Update records and track performance in SFDC.
• Ask standard tele-profiling questions to determine whether contacts want to speak with Sales and generate Tele-prospecting Qualified Leads (TQLs).
• Handle online chat requests and generate TQLs.
• Perform other duties assigned by management within the employment category.
• Support the effective implementation, maintenance, and continual improvement of TDCX’s Quality Management System.

Business Development Specialist

• Provide excellent support experiences to customers through all relevant communication channels.
• Identify customer needs and research existing issues to provide strategic solutions.
• Clarify customer confusion and ensure first-contact resolution.
• Follow up effectively with service partners and internal departments to ensure case closure according to service standards.
• Provide constructive feedback on tools, resources, procedures, and guidelines to enhance workflow and customer experience.
• Deliver services using the right procedures to maximize customer satisfaction.
• Build sustainable relationships and engage customers by going the extra mile.
• Perform other duties assigned by management within the employment category and support the effective implementation, maintenance, and continual improvement of TDCX's Quality Management System.

Customer Service Specialist

Lead Generation

• Assess and make outbound calls to potential clients using specific source details.
• Develop an understanding of business profiles, needs, and expectations.
• Determine callers’ online advertising goals.
• Develop and maintain strong knowledge of available tools and systems.
• Set reasonable and clear expectations that lead to satisfied customers.
• Communicate clearly with colleagues to ensure high-quality customer service.
• Perform other duties assigned by management within the employment category and support the effective implementation, maintenance, and continual improvement of TDCX’s Quality Management System.

Lead Generation Specialist

• Provide excellent customer support via all relevant communication channels
• Identify customer needs, research existing issues, and provide strategic solutions
• Clarify customer confusion and ensure first-contact resolution
• Follow up effectively with service partners and internal departments to close cases according to service standards
• Provide constructive feedback on tools, resources, procedures, and guidelines to improve workflow and customer experience
• Deliver services using appropriate procedures to maximize customer satisfaction
• Build sustainable customer relationships and engage customers by going the extra mile
• Perform other duties assigned by management within the employment category and support continual improvement of TDCX's Quality Management System

• Provide excellent support experiences to customers via all relevant communication channels.
• Identify customers' needs and research existing issues to provide strategic solutions and clarify confusion.
• Ensure first-contact resolution and effective follow-up with service partners and internal departments for case closure according to service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction using the right procedures.
• Build sustainable relationships and engage customers by going the extra mile.
• Perform other duties assigned by management within the employment category and support the effective implementation, maintenance and continual improvement of TDCX's Quality Management System.

• Provide excellent support to customers via all relevant communication channels.
• Identify customer needs, research existing issues, and provide strategic solutions while clarifying confusion.
• Ensure first contact resolution and effective follow-up with service partners and internal departments to close cases according to service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and customer experience.
• Deliver services using the right procedures to ensure high customer satisfaction.
• Build sustainable relationships and engage customers by going the extra mile.
• Perform other duties assigned by management within the employment category and support the effective implementation, maintenance and continual improvement of TDCX's Quality Management System.

• Provide excellent support experience to customers via all relevant communication channels
• Identify customer needs and research existing issues to provide strategic solutions and clarify confusion
• Ensure first contact resolution and effective follow-up with service partners and internal departments for case closure according to service standards
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and customer experience
• Deliver services using the right procedures to ensure high customer satisfaction
• Build sustainable relationships and engage customers by going the extra mile
• Perform other duties assigned by management within the employment category and support the effective implementation, maintenance and continual improvement of TDCX’s Quality Management System

General

• Performs all channel monitoring to evaluate employees' behavior, customer service performance, and compliance with company policies and business laws and regulations
• Provides structured feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities
• Prepares and analyzes internal and external quality reports for review with internal stakeholders and/or clients
• Collaborates with call quality team members and the QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and customer experience
• Partners with Operations, Training, and clients to develop and enhance evaluation programs aligned with account objectives, identify root causes, propose solutions, and provide actionable performance-improvement insights
• Uses call center tools and/or client systems to gather data and analyze trends or patterns affecting quality performance
• Performs other duties assigned by management within the category of employment and for effective implementation, maintenance, and continual improvement of TDCX's Quality Management System

Quality Officer

• Provide excellent support to customers through all relevant communication channels.
• Identify customer needs and research existing issues to provide strategic solutions and clarify confusion.
• Ensure first-contact resolution and effective follow-up with service partners and internal departments for case closure according to service standards.
• Provide constructive feedback on tools, resources, procedures, and guidelines to enhance workflow and customer experience.
• Deliver services using the right procedures to ensure high customer satisfaction.
• Build sustainable relationships and engage customers by going the extra mile.
• Perform other duties assigned by management within the employment category and support the effective implementation, maintenance, and continual improvement of TDCX's Quality Management System.

• Provide excellent support experiences to customers through all relevant communication channels
• Identify customers’ needs, clarify information, research issues, and provide solutions or alternatives
• Ensure first-contact resolution and effective follow-up with service partners and internal departments to close cases according to service standards
• Provide feedback on tools, resources, procedures, and guidelines to improve workflow and customer experience
• Deliver services using the right procedures to achieve high customer satisfaction
• Build sustainable customer relationships and engage customers by going the extra mile
• Perform other duties assigned by management within the category of employment
• Support the effective implementation, maintenance, and continual improvement of TDCX’s Quality Management System

Assistant Customer Service Specialist

Digital Marketing

• Manage and optimize existing advertising campaign components, including ad copy, bid prices, cost per conversion, cost per click, and keyword research
• Help create and implement campaign strategies, including keyword research and analysis
• Create performance reports with recommendations for improvement
• Track funds in accounts and maintain conversation
• Implement new technology automation capabilities that enhance SEM efforts
• Perform other duties assigned by management within the category of employment
• Contribute to the effective implementation, maintenance, and continual improvement of TDCX's Quality Management System

Digital Marketing Campaign Specialist

Pre-sales Engineer

• Reach prospective advertisers through phone and email and assess their compatibility to advertise with Digital Marketing Client.
• Conduct a Needs Assessment to determine which team is most appropriate to service the customer.
• Route customers to the appropriate team by setting follow-up appointments with sales representatives or routing opportunities through systems.
• Participate in activities such as planning and implementing business events.
• Set reasonable and clear expectations that lead to satisfied customers.
• Send direct mails and follow up by phone until decision makers are reached or the maximum number of contact attempts is reached.
• Perform other duties assigned by management within the employment category and support the effective implementation, maintenance, and continual improvement of TDCX’s Quality Management System.

Pre-Sales

• Provide outstanding customer service through phone and email interactions.
• Resolve customer inquiries, complaints, and requests accurately and efficiently through end-to-end resolution.
• Identify customer and stakeholder requirements and deliver timely, effective support.
• Provide accurate information to investors and security holders or direct them to appropriate resources, websites, or departments.
• Handle high volumes of inbound inquiries and correspondence while maintaining service quality and productivity standards.
• Respond to transferred calls and conduct outbound follow-ups arising from email inquiries.
• Follow up on outstanding inquiries and ensure resolution within established SLAs.
• Assist customers with website and portal-related inquiries and guide them in using self-service resources.
• Prepare and provide holding statements, dividend statements, tax statements, correspondence, and other investor-related documentation.
• Record and maintain accurate customer interaction details in designated systems.
• Assign and document investor interactions to appropriate client accounts for reporting and billing.
• Identify and communicate operational, service, or client-related risks.
• Maintain service commitments for priority or premium clients and escalate concerns to management.
• Log, investigate, track, resolve, and close incidents and complaints within required timelines.
• Use internal systems, knowledge bases, websites, and operational resources to provide accurate responses.
• Work with internal departments regarding communications, transactions, corporate actions, employee share plans, and investor-related activities.
• Maintain awareness of changes and events in financial markets and the financial services industry.
• Review and update operational processes, identify gaps, and recommend efficiency and service-quality improvements.
• Participate in training, coaching, and feedback initiatives.
• Meet KPIs, SLAs, productivity targets, quality standards, and service expectations.
• Maintain proficiency across required systems, tools, and operational platforms.
• Manage changing priorities, customer needs, and operational requirements.
• Support continuous improvement initiatives and apply feedback from peers and leadership.
• Perform other duties assigned by management within the nature and classification of employment.

Risk Account Specialist

Customer Service Representative

Business Development Specialist

Customer Service Specialist

Lead Generation Specialist

Customer Service Representative

Customer Service Representative

Customer Service Representative

Customer Service Specialist

Quality Officer

Customer Service Specialist

Assistant Customer Service Specialist

Digital Marketing Campaign Specialist

Pre-Sales

Investor Response Officer