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Position Details
Reference No.
99583
Title
Customer Services Complaints & Retention Management Associate
Category
Employment Type
Full Time
Available Positions
1
Location(s):
Limassol
Posted On:
18/06/2019
Contact Details
Company
Golden Careers Recruitment
Contact Person
Golden Careers Recruitment
Address
301, 28th str. 3035
Limassol, Cyprus

Limassol
Phones
25363630
Email
admin@goldencareers.com.cy
Job Description

Job Description

Our client has more than 20 years of trading industry experience and are one of the leading investment firm. In the company’s 20-year history, they have achieved numerous milestones and begun a journey that has taken them from a small trading company to a true global player that they are today. They are seeking an Customer Services Complaints & Retention Management Associate to join their team.

Job Responsibilities

  • Effective communicator and ensure all complaints are acknowledged in a timely
  • Manner and customers are kept information throughout the complaint process
  • Support and participate to retention campaigns
  • Respect the regulation and compliance complaint resolution procedures
  • Reduce the number of account closure by offering alternative solutions alternatives to customers
  • To manage the resolution of customer complaints, within given timescales. Follow up complaint under compliance responsibility
  • To be the first point of contact for all customer related issues.
  • To liaise with the client on a weekly basis and report on the level of customer
  • Complaint resolutions
  • Quality monitoring: Chat, telephone and email. Report back any trends and repeated issues
  • Responsible for investigation, resolution and reporting of all customer related complaints
  • Provide complaint trends and communicate lessons
  • Escalate all unresolved issues/complaints to line manager and compliance team.
  • Knowledgeable about CYSEC, CIMA and FCA regulation
  • Customer satisfaction and ensuring full communication at all times.
  • Respond positively to any new initiatives that are brought into practice making sure them easily become part of the customer experience service delivery.
  • Trade dispute resolution, retention and complaint management
  • Monitor all potential claims ensuring minimal financial impact and keep record of all financial .
  • Suggest training for customer services associates
  • Safeguarding and Vulnerable Person
  • Customer retention and feedback
  • 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
  • Support customer services associates and management activities.
  • Reduce deposit and withdrawal waiting time by facilitating communicating with customer and back office
  • Reduce account opening time by facilitating communicating with the applicant and the onboarding team. It may occasionally be necessary to work at weekends and/or bank holidays.
  • Occasional short AML documentation support

Requirements

  • Educated to degree level.
  • Fluent in English (verbal and written).
  • Native German / Fluent Italian and/or Spanish
  • 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).
  • Minimum 3 years’ experience in customer services and retention and complaint 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.
  • Working hours: 09:00- 18:00
  • Very well organised with good time management skills.
  • Computer literate in Microsoft Office.
  • Minimum 3 Years’ experience in Forex and financial trading
  • Able to Work Shifts.