Customer Support Officer (Spanish/English Speaking)

Job Overview

Job Description

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.

Job Responsibilities

  • 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

Requirements

  • 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)
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