Delivers service and support to customers through live chats, emails and phone calls,
Provides answers to customers by identifying problems, researching answers, and guiding customer through corrective steps,
Handles and resolves customer complaints,
Provides information to customers in regards to Company’s services and products,
Provides quality service and support in a variety of areas including but not limited to System/technical troubleshooting, Login/Account issues, Accounting (deposits and withdrawals) and overall trading enquiries,
Maintain a balance between company policy and customer benefit in decision making. Handling issues in the best interest of both customer and company,
Inform customer about internal regulations and procedures of the Company,
Forwards any issues or requests to the Head of Customer Support and/or the appropriate department,
Follow up on the progress of the response to the customer,
Educates the customer where applicable,
Performs Back Office and Clients Accounting Department duties during night/evening shifts,
Updates Customer records when necessary,
Ensuring that all duties are done so in line with the necessary KYC, AML, and Due diligence controls,
Collects customer feedback and follows up e.g. requests for new products and services,
Provides feedback on the efficiency of the customer service process.
Qualifications in Economics/Accounting/Finance/Compliance or any related field will be considered as an advantage,
Fluent in English with excellent oral and written communication skills, this includes the ability to effectively communicate with all levels of management,
Computer literate with experience using MS Office applications, Trading Platforms, and CRM Systems
Relevant Experience in the Forex Industry would be considered as an advantage (CFD Market and the risks involved, AML and KYC procedures).
Ability to work in a dynamic and multicultural environment,
Able to work through a shift rota across a 3 week period including Days, Evenings, and Nights,
The ability to think outside of the box, be proactive, and show initiative with regards to problem solving,
A strong desire to improve upon current skill set and develop knowledge within the industry and sector as a whole,
The ability to work collaboratively within a team environment, and to work to high pressure goals with competing priorities.
Remuneration and Benefits
A highly competitive remuneration package will be offered to the preferred candidate
The company also offers a range of benefits that include, but are not limited to, free food and beverages, medical insurance, provident fund and gym with personal trainer.