Senior Customer Support Representative

Senior Customer Support Representative

Customer Service
October 03, 2024•2 min read

Job Reference: EPUAE091701

Job Summary:

The Senior Customer Support Representative is a pivotal role within our customer service team, responsible for providing advanced support and ensuring an exceptional customer experience. This position involves handling complex inquiries, supervising and mentoring junior team members, and serving as a point of escalation for challenging customer issues.

The ideal candidate will have a solid background in the forex industry, with a proven track record of providing exceptional customer support services. With a focus on delivering top-notch assistance to our clients, this role involves handling client inquiries, chats, and performing Level 0 trade investigations. Additionally, the candidate should have experience collaborating with various internal teams and a strong understanding of regulatory compliance.

Key Responsibilities:

Advanced Customer Support

  • Handle and resolve client inquiries, requests, and issues promptly and professionally, maintaining a high level of customer satisfaction.

  • Provide expert-level assistance on our products, services and platforms (MT4, MT5 and CTrader), including technical details and advanced troubleshooting.

  • Conduct Level 0 trade investigations, assisting clients with trade-related queries and ensuring swift resolution.

  • Collaborate closely with Trading, Middle Office, Onboarding, and Payments teams to escalate and resolve complex client issues efficiently.

Mentorship and Training

  • Assist in training and mentoring junior customer support representatives.

  • Share knowledge, best practices, and contribute to the team's growth and development.

Reporting and Analysis

  • Collaborate with the management team to analyze customer support metrics and suggest improvements.

  • Generate detailed reports on customer interactions, resolution times, and feedback.

Process Improvement

  • Identify process inefficiencies and contribute to process improvements to enhance the customer experience.

  • Collaborate with the team to implement best practices and optimize workflows.

  • Contribute to the development and enhancement of customer support processes and procedures to improve efficiency and effectiveness.

Qualifications:

Required Experience:

  • A minimum of 2-3 years of customer support experience within the forex industry is essential.

  • Previous experience working with ASIC, FCA, CySEC, or DFSA regulations is a significant advantage.

  • Proficiency in using customer support software and tools.

Skills:

  • Solid experience in handling client inquiries, chats, and resolving issues effectively.

  • Familiarity with MT4, MT5 and CTrader trading platforms, market concepts, and trade execution processes.

  • Strong organizational skills, attention to detail, and the ability to multitask in a fast-paced environment.

  • Excellent communication skills with the ability to explain complex concepts to clients in a clear and concise manner.

  • Demonstrated ability to work collaboratively with cross-functional teams to resolve client issues.

  • Flexible approach to working hours to accommodate international market times.

  • Positive attitude, resilience, and a proactive problem-solving mindset.

  • Proficiency in MS Office applications and customer support software.

  • Strong commitment to compliance, confidentiality, and ethical conduct.

Competencies:

  • Empathy, patience, and ability to empathize with customers.

  • Leadership qualities and the ability to mentor and support junior team members.

  • Analytical thinking and process improvement skills.

Additional Information:

  • This position may require occasional evening or weekend shifts.

  • Opportunities for continued professional development and growth within the company.

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