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Job Description
- Req#: 693
- Deliver Service and Support to clients through Live Chat, email and phone, provide support by identifying problems and offering solutions
- Focus on communicating with clients via outgoing phone calls for one of many reasons outlined by the head of the department.
- Contact clients who have not yet completed their account verification; clients who are yet to provide documents or are required to provide additional/alternative documents to verify their profile.
- Contact clients with defined time frames who are trying but failing to fund their accounts via one of our offered methods. Supporting them with completing this process and offering/suggesting alternatives.
- Maintain relationships with higher value clients as needed to ensure the smooth continuation of business.
- Collect feedback from clients with relation to products, services, and payment methods and pass on a detailed email to management to review and implement as necessary.
- Ensure client records are kept up to date and all communication and guidance provided to clients is recorded.
- Contact clients for any pending matters related to their accounts.
- Anything else that the head of the department deems necessary.
- Handle the tickets in the live chats in the designated languages
- Perform any other duties and responsibilities assigned by the Account Manager or management team.
- Fluent in English and Swahili, with excellent written and verbal communication skills
- Proven experience in providing customer service and support via chat, email, and phone
- Strong problem-solving and analytical skills to address customer issues
- Ability to manage multiple tasks and prioritize effectively
- Experience with customer support software and CRM systems
- Detail-oriented with strong organizational and record-keeping abilities
- Ability to build and maintain client relationships
- Experience in financial services or online trading
- Competitive compensation package
- 21 days off and 10 sick leaves annually
Join FxPro : a leading international fintech company. Be a part of our expanding international team, with offices in Limassol, London, Nassau, and Dubai. FxPro boasts a diverse workforce of over 500 employees representing 40 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 Retention Officer, you'll be responsible for providing comprehensive client support through various channels, managing account verification and funding processes, maintaining high-value client relationships, and gathering and reporting client feedback to ensure operational efficiency and client satisfaction.
Responsibilities:
Requirements:
Benefits
About the company
Founded in 2006, FxPro has grown to become a leading online broker, with over 40 UK and International awards, offering Contracts for Difference (CFDs) on 6 asset classes, to clients in more than 150 countries worldwide. As a regulated broker, operat...
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