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Head of FX Customer Support

Job Info

Job ID:
J006811
Business Lobby
Company Type:
Finance / Investment Trading 
2021-12-20
Job type:
Permanent 
Open position:
CRM/Client Relationship Manager 
Job Title:
Head of FX Customer Support
Country:
Lebanon
Lebanon
 
Major:
Banking & Finance Finance 
Degree:
Bachelor’s Degree 
Experience Level:
5+ 

Allowances

Job Description

Our client, a global leading provider of online trading is recruiting a Head of FX Customer Support:

 

Responsibilities:

  • Manage, train and mentor a team of passionate Customer Experience Specialists
  • Deal directly with clients’ inquiries through phone, email and live chats
  • Obtain and evaluate all relevant information to handle inquiries correctly
  • Respond promptly to customer inquiries, handling and resolving them accordingly
  • Provide regular reports and suggestions to senior management
  • Review team metrics to uncover opportunities and develop plans to improve team performance
  • Assist the team in responding to and solving customer issues
  • Empathize with and prioritize client needs
  • Uphold Company values and aim to always improve the client journey experience
  • Collaborate with Trading, Risk Management, and Compliance Departments on all regulatory and operational needs to develop successful operational strategy
  • Resolve trade discrepancies and platform breaks by implementing internal and external standard operating procedures to limit future discrepancies and breaks
  • Manage global enterprise that oversees inbound query-handling, continuous platform connectivity, product information, and commission calculation validation
  • Collaborate with relevant departments to deliver world class on-boarding, funding, and service experiences, leading to extension of the life cycle of the client
  • Own QC activities
  • Provide day-to-day operational and leadership support
  • Implement a service training plan focused on developing and reinforcing critical sales and service competencies

 

Requirements:

  • At least 5 years of relevant customer experience in the Forex industry with a deep understanding of the markets, products and platforms
  • At least 3 years’ experience in managing a team of people
  • Must demonstrate remarkable interpersonal skills such as working and talking to people as well as collaborating and building relationships
  • Excellent written and verbal communication skills
  • Team Player with strong work ethic
  • Ability to work under pressure
  • Fluent in English (other additional languages will be considered advantageous)

 

 

Salary:

Starting from USD 1,500