Customer Support Officer

Job description

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 200+ 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 (08:00-16:00,16:00-00:00,00:00-08:00).

Job Duties

• 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.

Job 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.

Job Benefits

• Company’s contribution to courses and your career growth and professional development;
• 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.