Customer Support Officer
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#FF65712 Type: Full time
Join FxPro: an international fintech company for talented professionals. We are always on the lookout for individuals who can perform and excel in a dynamic and innovative working environment. We view each and every one of our employees as an indispensable part of the team. Join our growing international team with offices in Limassol, London, Monaco, Nassau & Dubai with 300+ FxPro employees of 22 nationalities.
We are looking for a Customer Support Officer who will assist the clients of FxPro. The Customer Support Officer responsibilities include but not limited to providing support to customers through various ways, answering customers’ questions and resolving problems. The successful candidate must be able to work in shifts 24/5 (08:00-16:00,13:00-21:00,16:00-00:00,00:00-08:00).
Location: Limassol, Cyprus
Responsibilities
Respond to customer inquiries: Handle incoming customer calls, emails, and chat messages in a timely and professional manner. Provide prompt and accurate responses to customer inquiries regarding products, services, and technical support
Troubleshoot and resolve issues: Identify and diagnose customer problems or concerns, and provide appropriate solutions or escalate to the relevant team member for further assistance. Take ownership of customer issues and ensure timely resolution
Provide product information and assistance: Educate customers on the features, benefits, and usage of our products or services. Offer guidance and troubleshooting steps to help customers maximize their experience and achieve their desired outcomes
Collaborate with cross-functional teams: Liaise with other departments, such as Client Accounting, Technical Support, and Back Office, to address customer needs and resolve complex issues. Foster effective communication and coordination among team members to ensure a seamless customer experience
Escalate complex issues: Identify and escalate complex or unresolved customer issues to the appropriate Supervisor or Manager Follow established escalation procedures to ensure timely and effective resolution
Continuously improve customer support processes: Identify areas for improvement in customer support workflows, documentation, or training materials. Share feedback and suggestions with the team to enhance the overall customer support experience
Perform Back Office and Client accounting: Able to follow internal onboarding (KYC) procedures and process deposits
Requirements
University Degree or relevant working experience
At least 1 year of experience in a similar role
Excellent computer skills
Knowledge of trading platforms (MT4, MT5, or cTrader) will be considered an advantage
Excellent command of the English language (oral and written). Any additional spoken language will be considered an advantage
Ability to work in shifts 24/5, on a rotation basis
We offer
Excellent compensation package
Medical and life insurance
Provident fund
In-house gym with a personal trainer
Company discount card for various products & services
Free daily catering, snacks, and beverages
Company’s contribution to courses and your career growth and professional development