Now we are looking for aΒ Customer Support ManagerΒ in our friendly team.
Requirements:
- Proficiency (fluency and functional literacy) in English
- Familiarity with retail FX trading and MetQuotes a big plus
- Professional Certificate in Customer Service will be an asset
- 1-2 years of proven experience in customer support or call centre operations
- Experience in a data entry and business processing environment would be preferred
- Comfortable working with CRM and phone systems
- Any other equivalent combination of training and experience will be considered
- Previous experience in Financial Services will be considered an asset
- Superior communication skills, both written and oral and active listening skills
- Familiarity with FX, trading platforms and financial services
- Sound critical thinking, analytical and problem-solving skills
- Sound judgement and decision-making skills
- Be adept at multi-tasking with excellent planning, organizational and time management skills
- Be proficient in Microsoft Office Suite
- Salesforce management experience a plus
Main responsibilities:
- Respond to customer email, and phone queries and requests in a courteous and timely manner pertaining to opening new accounts, downloading trading platforms and other general inquiries as they relate to FX trading
- Accomplish set performance targets with respect to resolution of issues, and handling tickets
- Follow up on client service issues to provide after-sales quality service to all clients by confirming completion of transactions
- Engage in marketing of the group's products and services
- Perform client file maintenance activities
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Retrieve and collate system generated daily transaction reports
- Complete any other special projects and other related activities as assigned by Manager
Conditions of work:
- Flexible working schedule 24/5
- Morning, Day and Night shifts
- Mostly will be Day shift
We offer:
- Comfortable and quiet workplace
- Competitive salary, fixed in US dollars
- International client cooperation
- Friendly staff and corporate events
- Fruit days in the office
- Stable environment and career development opportunity
- Social package, paid (18 working days) vacation and sick days