Customer Support Officer

Join FxPro: a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, Dubai, and Yerevan. FxPro boasts a diverse workforce of over 600 employees representing 50 nationalities, making it an exciting and dynamic workplace. At FxPro, we see each team member as an integral part of our success story.

As a Customer Support Officer, you will assist the clients of FxPro. The Customer Support Officer responsibilities include, but are not limited to, providing support to customers in various ways, answering customers’ questions, and resolving problems.

Shifts Schedule

• 08:00–16:00, 16:00–00:00, 00:00–08:00

Responsibilities

• Deliver service and support to customers through live chats, emails and phone calls
• Provide answers to customers by identifying problems, researching answers and guiding customers through corrective steps
• Handle and resolve customer complaints or issues
• Provide information to customers regarding the Company’s services and products
• Provide quality service and support in a variety of areas, including but not limited to, System/technical troubleshooting, Login/Account issues, Accounting and Back Office enquiries
• Follow up on the progress of the response to the customer
• Perform Back Office and Clients Accounting Department duties as required and update Customer records
• Ensure that all duties are done so in line with the necessary KYC, AML, and Due diligence controls
• Provide feedback on the efficiency of the service processes in place
• Escalate all/any matters to senior management as required to ensure swift resolution of pending issues

Requirements

• University Degree or relevant working experience in Banking
• Excellent command of the English language; knowledge of an additional language is an advantage
• Computer literacy at a high level
• Flexible, analytical skills, excellent communication skills, high attention to detail
• Any knowledge of Finance and Economics is advantageous
• Ability to work in shifts

Interview steps

1. Screening Call (~30 min)
2. Interview with Head of Customer Support (~60 minutes)
3. Interview with Chief Operating Officer + Customer Support Supervisor / Head of Customer Support (~60 minutes)

Our benefits

• Medical insurance
• Provident fund
• In-house gym with a personal trainer
• Free daily lunch catering, snacks, and beverages
• Company discount card for various products & services
• 21 days of annual leave and 10 days of sick leave annually
• Birthday certificate program