Senior Customer Support Agent Full Time

Our client, a CySEC regulated investment firm with headquarters in Limassol, is currently looking to hire a Senior Customer Support Agent.

The Customer Support Agent will be responsible to provide and promote excellent customer support throughout the organization and to ensure that service standards are being met at global level.

Job Responsibilities

Implement the customer support policies of the company
Measure customer satisfaction and improve services/processes
Handle all types of enquiries from customers via chat, phone call or email as required
Be responsible for Client onboarding (KYC review), ensuring the company’s AML policies are being followed
Resolving customer concerns and complaints
Provide support to less experienced colleagues
Liaise with various departments to facilitate problem resolution
Be the main point of escalation for Customer Support Agents (globally), as well as more complex client cases
Oversee the desk management in absence of the Team Leader
Handle any ad-hoc projects requested by the line manager
Provide feedback to the line manager regarding customer satisfaction and responsiveness to customer needs

Requirements

Excellent oral and written command of the English language, any additional languages are a plus
Excellent organizational skills
Communication and people skills
Attention in detail
Willingness to work in a fast pace environment
Must be able to work under pressure
Ability to work on a 24/5 weekly basis shift
Experience with MT4/MT5 Trading Platforms
Min 2 years experience in the FX industry in a similar role