Customer Support Officer

Our client is a Limassol based investment firm, they are looking for a Native English speaking customer support officer. The ideal candidate will be native/near native in English and  will have relevant experience in the Forex industry.

• Delivers service and support to customers through live chats, emails and phone calls
• Provides answers to customers by identifying problems, researching answers, and guiding customer through corrective steps
• Handles and resolves customer complaints
• Provides information to customers in regards to Company’s services and products
• Provides quality service and support in a variety of areas including but not limited to System/technical troubleshooting, Login/Account issues, Accounting (deposits and withdrawals) and overall trading enquiries
• Maintain a balance between company policy and customer benefit in decision making. Handling issues in the best interest of both customer and company
• Inform customer about internal regulations and procedures of the Company
• Forwards any issues or requests to the Head of Customer Support and/or the appropriate department
• Follow up on the progress of the response to the customer
• Educates the customer where applicable
• Performs Back Office and Clients Accounting Department duties during night/evening shifts
• Updates Customer records when necessary
• Ensuring that all duties are done so in line with the necessary KYC, AML, and Due diligence controls
• Collects customer feedback and follows up e.g. requests for new products and services
• Provides feedback on the efficiency of the customer service process.

• Qualifications in Economics/Accounting/Finance/Compliance or any related field will be considered as an advantage
• Fluent in English with excellent oral and written communication skills, this includes the ability to effectively communicate with all levels of management
• Computer literate with experience using MS Office applications, Trading Platforms, and CRM Systems
• Relevant Experience in the Forex Industry would be considered as an advantage (CFD Market and the risks involved, AML and KYC procedures).