Title:  Investor Response Officer

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.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Provide outstanding customer service through phone and email interactions, ensuring professional, prompt, and friendly
  communication at all times.
• Resolve customer inquiries, complaints, and requests accurately and efficiently, taking ownership of issues through to
  end-to-end resolution.
• Identify customer and stakeholder requirements and deliver an effortless customer experience through timely and
  effective support.
• Provide accurate information to investors and security holders, or direct them to the appropriate resources, websites, or
  departments for further assistance.
• Handle high volumes of inbound inquiries and correspondence while maintaining service quality and productivity
  standards.
• Respond to transferred calls and outbound follow-ups arising from email inquiries as required.
• Follow up on outstanding inquiries and ensure resolution within established service level agreements (SLAs).
  • Assist customers with website and portal-related inquiries and guide them in the use of available self-service resources.
• Accurately prepare and provide holding statements, dividend statements, tax statements, correspondence, and other
  investor-related documentation as requested.
• Record and maintain accurate customer interaction details within designated systems in accordance with operational
  and billing requirements.
• Accurately assign and document investor interactions to the appropriate client accounts for reporting and billing
  purposes.
• Identify and communicate operational, service, or client-related risks in a timely manner.
• Maintain awareness of designated priority or premium clients and ensure service commitments are delivered to the
  required standard and within agreed timeframes.
• Escalate any concerns relating to priority or premium service delivery to management immediately.
• Log incidents and complaints impacting clients, investors, or the business within required timeframes and maintain
  accurate records throughout the investigation process.
• Support the investigation, tracking, resolution, and closure of incidents and complaints in accordance with established
  incident management requirements and timelines.
• Utilize internal systems, knowledge bases, websites, and operational resources to provide accurate and timely
  responses to customer inquiries.
• Work closely with internal departments to maintain knowledge of current communications, transactions, corporate
  actions, employee share plans, and other investor-related activities.
• Maintain awareness of changes, developments, and events within financial markets and the financial services industry.
• Review and update operational processes and procedures, identify gaps, and recommend actions to improve
  efficiency, service quality, and customer outcomes.
• Participate in training, coaching, and feedback initiatives to continuously improve performance and capability.
• Meet established KPIs, SLAs, productivity targets, quality standards, and service expectations.
• Maintain proficiency across multiple systems, tools, and operational platforms required to perform the role effectively.
• Demonstrate flexibility and adaptability in managing changing priorities, customer needs, and operational requirements.
• Contribute to a collaborative and proactive team by supporting continuous improvement initiatives and applying
  feedback from peers and leadership.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your
  nature/classification of employment in the organization and as may be deemed necessary by the company in its
  evolving business exigencies and requirements.

Who are we looking for?

• • Minimum educational requirement is Senior High School graduate or equivalent.
• 12 months experience in customer service, B2B, investor services, financial services, contact center operations, or a
  related field; relevant internship or graduate experience will also be considered.
• Industry experience in financial services, direct shares, securities, managed funds, or investor services is preferred.
• Excellent English communication and customer service skills, with proficiency at CEFR Level B2 or higher (spoken,
  written, and reading).
• Strong data accuracy, attention to detail, and organizational skills.
• Typing speed of at least 40 words per minute (WPM) with 90% accuracy.
• Intermediate proficiency in Microsoft Excel, Word, and other Microsoft Office applications.
• Ability to learn and effectively navigate multiple systems, databases, knowledge resources, and operational tools.
• Strong interpersonal, relationship-building, and stakeholder management skills.
• Effective problem-solving and analytical skills.
• Ability to prioritize tasks, manage multiple responsibilities, meet deadlines, and perform effectively in a fast paced
  environment.
• Ability to work under pressure while maintaining professionalism and service quality.
• Flexible and adaptable to changing processes, client requirements, and business priorities.
• Able to work independently across a broad range of tasks while collaborating effectively with team members and
  stakeholders.
• Willing to work rotating shifts, permanent night shifts, weekends, public holidays, and render overtime as required by
  business needs.
• Customer-focused, resilient, and committed to delivering exceptional service.
  • Positive, energetic, friendly, confident, and professional in approach.
• Team-oriented with a willingness to collaborate, share knowledge, and contribute to team success.
• Open to feedback, coaching, and continuous learning and performance improvement.
• Demonstrates accountability, integrity, collaboration, and a commitment to achieving team and organizational goals.
  *Minimum qualifications may be waived depending on the total years of experience and results of assessments.
  *Minimum qualifications may be waived for internal hires.

About 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.