Customer Support Officer

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