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Limassol
Our client is a leading FX company based in Limassol and they are looking to employ further Chinese speakers for their Customer Support department.
Purpose of the Job:
- Interacts with customers to provide and process information in response to inquiries, concerns and requests about products and services. Provide technical support by researching and answering questions; troubleshooting problems; resolving customer complaints.
Duties and Responsibilities:
- Delivers service and support to customers through live chats, emails and phone calls
- Provides answers to customers by identifying problems; researching answers; guiding customer through corrective steps
- Handles and resolve customer complaints
- Provides information to customers in regards to Company's services and assist/guide new customers to open an account
- Provides quality service and support in a variety of areas including but not limited to System/technical troubleshooting, Login/Account issues, Accounting (deposits and withdrawals) and overall trading
- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
- Inform customer about internal regulations, AML and other procedures of the Company
- Forwards any issues or requests to the Customer Support Manager and/or the appropriate department. Follow up on the progress of the response to the customer
- Educates the customer where applicable to prevent the need for future contacts
- Acts as a back-up of Back Office and Clients Accounting Department during night shifts
- Updates Customer records when necessary
- Collects customer information, updates and follows up on the clients list e.g. request on new products and services
- Provides feedback on the efficiency of the customer service process
Experience, Knowledge, Skills:
- Excellent knowledge of Microsoft Office Excel
- Knowledge of the FX market and AML procedures will be considered as an advantage
- Fluency in Chinese and English
- Skills Required: Multi-tasking, Interpersonal skills, Communicate effectively using various tools, Problem Analysis and problem-solving, Customer Service Orientation, Adaptability, Organizing and Time Management Skills, Computer Literated, Typing fast, Team Spirit
Working hours:
- Working on three weekly rotation shifts Monday to Friday which are: 08:00 - 16:00, 16:00 - 00:00, 00:00 - 08:00.
Remuneration and Benefits:
- An excellent remuneration package will be offered to the successful candidate according to their qualifications and experience.
To apply for this vacancy, please send your CV to admin@smstaffmatters.com quoting the above Job title along the VAC number or alternatively call +357 25341383 for more information.
