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Our client, a CYSEC Regulated German Investment Firm located in Limassol, is looking to hire a Complaints Officer.
The group is one of Europe’s leading financial institutions specialising in Forex/CFDs trading.
Receipt and record of all complaints within the Group.
Responsible for handling & resolving customers' complaints received via email, phone or letter.
Obtain necessary information / updates from other departments for the resolution of the complaints Negotiate suitable resolutions to complaints with customers under the direction of the Manager, if needed.
Ensure a written official reply letter is provided to the complainant on the Company's decision and findings Ensure compliance of all relevant procedures; ensure complaints handled are in accordance with the existing regulations and guidelines .
Gather information & data statistics on complaints including root cause analysis as well as recommendations solutions for Management review and evaluation.
Take initiative steps to address any issue that is affecting the daily operational work that needs prompt actions.
Responsible for identifying, handling & resolving feedback or complaints from app stores, industry review sites & forums whilst liaising with internal teams.
Report directly to the Head of Compliance.
Previous experience of working in a similar customer support position within the FX industry .
Experience of working within a complaints process of several stages.
Ability to analyse complex complaint and customer feedback issues and evidence findings.
Ability to communicate effectively and sensitively.
Proven ability to ‘self start’ and organise a complex workload and work to strict deadlines.
Strong communication skills (written and verbal) and good interpersonal skills.
Good understanding of the operational environment, FX industry, and analytical skills .
Proficient in English, additional language is considered an advantage: (German/Portuguese/French/Spanish/Italian
Salary of 1700-1900 Gross based on candidate's experience and skills.
Discretionary performance based bonus.
Participation in the Company's Group Medical Scheme.
Participation in the Company's Discount Scheme.
Sponsorship on work related training and professional examinations.
Internal Cafeteria for fresh snacks, lunch and beverages
Flexible 8 hours + 1 hour lunch (8/930am - 5/630pm)