English Speaking Customer Support Officer

Our client is an Investment Firm looking to employ a Customer Support Officer, Native or Fluent English. The successful candidate should have a minimum of 1-year proven experience working in a Client Experience/Services team in an equivalent environment delivering exceptional results and ability to work in shifts.

• Provide frontline support for all (relevant) client interactions covering telephone, e-mail and online media: aim to exceed clients’ expectations in every instance.
• Be the “first line of defense” to identify, escalate and manage potential risk.
• Perform, deliver and contribute to a variety of onboarding procedures as and when required, through the guidance of management and compliance
• Perform ongoing monitoring to meet regulatory guidelines and standards
• Contribute to the definition & implementation of a framework to derive maximum value for the Business
• Contribute to a culture of continuous improvement in the team and be proactive in proposing ongoing refinements to achieve results in line with the Business strategy
• Identify new business/revenue opportunities through client interactions & take initiative to escalate or act on them as they arise (as appropriate).
• Report on relevant trends & insights as they relate to client queries, complaints, and potential opportunities

• Minimum of 1-year proven experience working in a Client Experience/Service team in an equivalent environment delivering exceptional results
• Ability to work in shifts in order to cover the South American Market (afternoon shift 16:00 p.m., night shift from 00:00 a.m.)
• Proficiency in English to a business level is a must.
• Proven experience in account opening in a regulated industry preferred.
• Proven experience in the Financial Services industry preferred
• Good understanding of foreign exchange, derivatives, margin FX, index & precious metals brokerage industry strongly preferred
• Awareness of Operational Risk & Compliance landscape, as it relates to the industry preferable
• Proven experience with basic desk-top applications preferred
• Experience of online trading platforms strongly preferred
• Knowledge of MT4 platform preferred
• Exceptional communication skills
• Results-oriented: able to deliver to tight deadlines under pressure
• Decisiveness: able to identify & prioritize opportunities as they arise
• Digital, data & analytics experience
• Relentless focus on continuous improvement
• Presentation and analytical skills
• Positive & collaborative team player
• Focused on developing both self & others across the organization
• Agility – able to shift focus to meet business needs & embrace change
• Self-starter: consistently delivers results from own initiative
• Excellent organizational & time management skills
• Sets & consistently meets high standards
• Integrity