Client Support Officer

Job Description:

Responsibilities

• Serve as first point of contact for existing and potential clients to address queries, complaints, and escalations.
• Providing a professional, efficient, accurate and customer orientated service in line with greed standards and processes.
• Prioritizing workload as required and ensuring all client queries are dealt with appropriately to guarantee client satisfaction.
• Maintaining a positive, empathetic, and professional attitude toward customers always via all communication channels such as email, phone and live chat.
• Work closely with all departments to ensure client enquiries are responded to accurately and promptly.
• Build a strong relationship with clients and team members to improve the entire client experience.
• Assist in developing, presenting, and implementing policies and procedures to make sure customers have an excellent trading experience.
• Document filing (including downloading, uploading customer information and documents, or data entering).
• Communicate complex concepts in clear, simple, and understandable terms.
• Assisting with Partnership tasks.
• Aid with financial transactions together with our Payments team.
• Liaise with internal departments to ensure smooth onboarding experience.
• Providing feedback on the efficiency of the customer service process.
• Handle existing clients account maintenance requests.
• Guiding clients how to use the trading platforms and company portals.
• Work closely with all the operations to ensure timely and accurate requests are dealt with and assist with ad hoc projects as assigned.
• Work closely with all the operations to ensure timely and accurate requests are dealt with and assist with ad hoc projects as assigned.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Good time management and attention to details. Being flexible and adaptable is very important.
• Aptitude for building relationships and ability to communicate on complex issues.
• Fluent in spoken and written English. Spanish, Portuguese, and Chinese are a plus.
• Good knowledge of Microsoft Office, computer operation and experienced with Excel formulas.
• Self-starter and able to work with minimal supervision.
• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
• Has capacity to adapt to the changing market environment and works well under pressure.
• Good FX and MT4 knowledge
• Ability to work flexible hours and night shifts.
• Able to multi-task, determine priorities, and meet deadlines in a fast-paced business environment.
• Has capacity to adapt to?the?changing market environment and work well under pressure.
• FX and MT4 knowledge?are?a plus.
• Ability to work flexible hours and night shifts.

Experience Requirements

• Degree holder in any discipline. Major in Accounting, Finance, Economics, or Businessrelated.?
• Experience in Finance / Banking / Customer Service industries is an advantage.?
• Excellent?Interpersonal and customer service skills in English. Spanish is a plus.