Our client is a very well established Foreign Exchange provider are seeking to recruit a Customer Support Officer to join their operations department.
The role does involve a 3 week rotational shift pattern.
- 00:00-08:00
- 08:00-16:00
- 16:00-00:00
Job Description
- 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 regard 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 customers about internal regulations and procedures of Company
- Follow up on the progress of the response to the customer
- Performs general Back Office and Clients Accounting Department duties during night/evening shifts,
- Updates Customer records
- Ensuring that all duties are done so in line with the necessary KYC, AML, and Due diligence controls
- Provides feedback on the efficiency of the customer service process
Required Skills & Experience
- University Degree is an advantage but not a must
- Excellent command of the English language
- Computer literacy with very good working knowledge of Microsoft Office applications.
- Flexible, outgoing, problem solving skills, excellent communication skills
- Any knowledge of FX industry is considered an advantage
Remuneration & Benefits
- Competitive salary
- 13th salary
- Provident fund
- Medical insurance
- Complimentary in house dining