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Position Details
Reference No.
German speaking Customer Services & Retention Specialist VAC-18664G
Employment Type
Full Time
Available Positions
Posted On:
Contact Details
StaffMatters Recruitment Specialists on behalf of a client
Contact Person
Administration Team
Job Description

Our client is a leading provider of online trading services and are looking to employ a German speaking Customer Services & Retention Specialist Day shift ( German native / Fluent English)

The Customer Services team is responsible for offering the client base first-class support across a plethora of queries, complaint management and retention. They are able to help clients with questions on how our products work, market information, technical queries, trading, and AML and payment queries. They are also able to effectively handle complex trade queries and resolve them without escalation and are responsible for posting adjustments to client accounts. Retention and complaint management is one of the main duties.

The customer services have the responsibility to report to senior management the voice of the customer through marketing research, surveys, customer feedback and retention scheme, the aim is to enhance customer experience and positively impact company revenue.

With training and after passing the relevant exam, they can execute trades for clients over the phone in order to ensure a ‘one call fits all’ complete service to the client base. During working hours Customer services support AML, back-office sales and trading services. After normal working hours, the customer services team can review documents for account opening applications for AML and process deposits for back office.

Key Accountabilities/Responsibilities:
Trade dispute resolution, retention and complaint management.
Main responsible for retention, complaint & leads campaigns
B2B Partners account managing queries
First contact support and customer reassurance
Supporting our various technical and mobile platforms, as well as generally assisting with any client queries that arise.
Front-end payment support and assistance with queries. Processing deposits and account opening during office closed hours.
Once fully competent in all aspects of client support, more responsibility will be given for executing trades.
Customer retention and feedback.
In the longer term, the successful candidate may be given exposure to direct client management.
24 hours multilingual services.
Adviser and consultant to the On-Boarding Manager.
Ensure departmental policies and procedures are adhered to.
To open new customer accounts and maintain existing records in line with policies and procedures for the Spread Betting, CFD and Forex departments.
Act on behalf of the On-Boarding & AML Manager in her absence.
Opening accounts in accordance with Company policy and procedure.
Providing white label specific support on account opening.
Depositing all bank transfers.
Investigate any deposits issues.
Following Anti-Money Laundering policy and procedure.
Ensuring effective delivery of the service, meeting SLA standards.
Reviewing, approving and opening spread betting, CFD and Forex accounts including assessing clie0nt suitability.
Preparation, maintenance, filing and scanning of customer documentation, ensuring it meets regulatory requirements.
Processing faxes, post and phone enquiries relating to account Applications.
Screening clients for sanctions, PEP and adverse media.
Generation of letters for new and prospective clients.
Reporting any suspicious deposits, withdrawal or activities to the Compliance department, customer services & retention supervisor, senior customer services and retention associates and to Global Head of customer services and retention.

Essential criteria:
Educated to degree level.
Fluent in German and English (verbal and written).
Excellent interpersonal and communication skills.
High level of numeracy.
A keen, demonstrable interest in – and understanding of – financial markets.
Six months’ experience working in a client-facing, administrative role (which could have been gained either through a “gap year” or as part of a student part-time role).
Previous experience in customer services and retention role.
High level of accuracy and attention to detail.
Minimum 6 months experience using CRM, Chat, phone and social media services.
Works well under pressure.
Self-motivated and able to work at a consistently high standard.
Able to be proactive when necessary.
A logical and analytical approach.
Very well organised with good time management skills.
Computer literate in Microsoft Office.

Working Hours:
Shifts day/ Evening 8:00 AM- 6:00PM & 4:00 PM- 01:00 AM

Salary :
Depending on experience 17 000 to 23 000 EUR yearly Gross with a quarterly retention bonus