Client Services Specialist

JOB OVERVIEW

We are seeking a highly motivated and client-focused and dedicated Client Services Specialist to join our Limassol office, supporting our EU and International entities clients!

In this core operational role, you will act as the first point of contact for our global trading clients, delivering world-class support via the Intercom ticketing system, live chat, and telephone. Your primary mission is to ensure exceptional client happiness by resolving account, technical, and trade-related inquiries efficiently, while strictly adhering to our high-performance Service Level Agreements (SLAs) and regulatory compliance standards. If you thrive in a fast-paced financial environment and are passionate about continuous improvement and client success, we want you on our team.

JOB DESCRIPTION

• Core Communication & SLA Management: Handle customer inquiries via the ticketing system, live chat, and telephone in a timely and professional manner. You will be expected to strictly adhere to predefined SLAs, including a maximum 2-minute response time for live chats, an ideal initial email/ticket response time of under 10 minutes, and answering all phone calls within 3 rings (10 seconds maximum).
• Security & Verification: Securely verify client identity prior to discussing any sensitive account details over the phone by utilizing our mandatory security question protocols (e.g., verifying name, account number, and date of birth).
• Client Education: Communicate to and educate customers regarding our products, MT4/MT5 platform navigation, and trading tools, ensuring they fully understand our services without ever providing financial or trading advice.
• Troubleshooting & Resolution: Identify, analyse, and resolve customer needs and inquiries. Troubleshoot issues and provide solutions, escalating business-critical or complex unresolved issues (such as slippage, pricing errors, or outages) to the appropriate international or local teams, such as the 24/5 Trading Desk, to ensure the client’s needs are met.
• CRM Management: Keep consistent and accurate customer records by timely updating the CRM system, ensuring every client interaction, call summary, and status update is comprehensively logged. Update clients’ information and/or status accordingly, following their requests.
• Client Feedback & Growth: Gather qualitative customer feedback utilizing the internal "Quote & Context" method, documenting it in the CRM and sharing it in daily reports to assist in the Company’s continuous growth and product enhancement.
• Process Improvement: Recognize and raise flags to appropriate departments when there is a recurring problem, inferior process, or outdated procedure. This includes raising customer concerns to the team leader and/or other support teams the issue may be related to.
• Continuous Learning: Keep up to date with industry-related best practices, regulatory rules, and internal Standard Operating Procedures which may be relevant to your role.
• Ad-hoc Tasks: Perform other ad hoc tasks or projects assigned by the Operations or Customer Support Manager.

PERSON SPECIFICATION

• Minimum of 1 year of experience in a customer service-related role.
• Knowledge and experience in FX/CFD brokerages will be considered an advantage.
• Bachelor's degree in business administration or a related field relating to the financial markets or the finance sector will be considered an advantage.
• Excellent knowledge and business fluency in English. Fluency in any other language (such as German, Spanish, Arabic, or Mandarin) will be considered a strong advantage to support our localized routing logic.
• Excellent communication, de-escalation, and problem-solving skills.
• A collaborative mindset and a readiness to help wherever needed across our global teams.
• A quick ability to learn and adapt to new tasks, technical platforms, and environments.

WHAT WE OFFER

• 💰Competitive Remuneration Package, including discretionary annual performance bonuses
• 🕐Flexible working hours & hybrid working schedule (1 day weekly remote work)
• 🏥Medical Insurance coverage
• ⛹️Gym, Health & Wellness allowance fee
• 🅿️Free Parking & monthly parking allowance fee
• 🎉Loyalty and Birthday rewards, (including paid time off)
• 🎁Discount Scheme
• 🌍Collaborative, transparent and innovative work environment
• 🏖️Modern offices near the seaside and many more!