Job Overview:

To liaison between our company and our current, potential, and past customers, accept ownership for effectively solving customer issues, complaints, and inquiries; keeping both customer satisfaction and the company’s interest at the core of every decision and behavior.

Responsibilities:

• Delivering a high level of service ensuring customer satisfaction and handling all general inquiries
• Manage large amounts of inbound calls, emails, and chats according to department SLA
• Follow the CS department’s procedures, protocols, company regulations, and best practices
• Identify the customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives truthfully and responsibly
• Keep a record of all communication in the CS department comprehensively and correctly
• Meet personal / team qualitative and quantitative KPI targets
• Monitoring the site, trading platforms, and mobile app on a regular basis especially if an increase in incoming queries is experienced in CS
• Escalating technical issues either experienced by customers or identified by CS agents to the relevant departments in a timely manner
• Maintaining knowledge base KPI targets
• Bring new hires in the team up to speed
  
  

• Native English - written and spoken
• Positive attitude
• Experience in phone customer service
• Experience in Fintech – an advantage