Customer Support Officer (Spanish/English Speaking)

Our Client is an Investment Firm and they are looking for a Customer Support Officer  (Spanish/English Speaking) to join their team. The successful candidate should be an excellent command of English and Spanish, and have experience in the FX industry, preferably in a Customer Support environment.

• Request and check proof documents
• Run World Compliance checks
• Verify client profiles
• Update client records
• Perform duties in line with the necessary KYC, AML, and Due Diligence controls
• Deliver support to clients through live chat, email, and telephone
• Provide answers to clients by identifying problems, researching answers and guiding clients through corrective steps
• Handle and resolve clients complaints
• Provide clients with information about the Company’s services and products
• Provide quality support in a wide range of areas, such as system/technical troubleshooting, login/account issues, deposits/withdrawals, and overall trading enquiries
• Assist with the translation of website content if needed
• Maintain a balance between the Company’s policy and client benefit
• Inform clients about internal regulations and procedures of the Company
• Follow up on the progress of the response to the client
• Provide feedback on the efficiency of the customer service process

• University Degree is an advantage
• Excellent command of English and Spanish, verbal and written
• Computer literacy, very good working knowledge of Microsoft Office, fast typing
• Outgoing behavior, positive attitude, team spirit, excellent communication skills, flexibility, initiative, ability to consistently meet deadlines, strong organizational and problem-solving skills
• Experience in the FX industry, preferably in a Customer Support environment
• Ability to work in shifts on a rotation basis (00:00-08:00, 08:00-16:00, 16:00-00:00)