Are you fluent in Spanish and English and ready to grow your career in the financial sector?
Our client, a well-established and regulated Forex Company is currently seeking a customer-focused, Spanish-Speaking Support Agent to join their team in Limassol.
In this client-facing role, you will serve as the primary point of contact for Spanish-speaking clients, providing professional and timely assistance via phone, email, and live chat. Your communication skills, attention to detail, and ability to resolve issues efficiently will play a key role in enhancing the overall client experience.
Information:
- Salary range – depending on experience: 2,300 to 2,500 gross (x13 instalments)
- Working hours: Shifts of 08:00-16:00 and 16:00-00:00
- Experience in the forex industry is required
Key Responsibilities:
- Provide top-tier customer support to Spanish-speaking clients regarding forex trading, accounts, and transactions via phone, email, and chat.
- Address customer inquiries, concerns, and issues promptly and professionally, ensuring a positive experience at all stages of the trading process.
- Troubleshoot and resolve forex-related issues, including account inquiries, transaction issues, platform navigation, and trade execution.
- Document customer interactions and maintain accurate records in the CRM system to track issues and resolutions.
- Collaborate with internal teams, such as technical support and account management, to escalate complex trading or platform issues and ensure swift resolution.
- Assist customers with information about forex products, platform usage, account management, deposits, withdrawals, and other related services.
- Follow company policies, industry regulations, and compliance standards to ensure a high level of service and legal adherence.
- Identify opportunities to enhance customer satisfaction and provide valuable feedback to management for service improvements.
- Meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction.
Requirements:
- Fluency in Spanish and English (both written and spoken) is required.
- Previous experience in customer service, support, or a related field, within the financial or forex services industry.
- Excellent verbal and written communication skills, with the ability to explain complex forex concepts in simple terms.
- Strong problem-solving and critical-thinking abilities, especially in the context of financial transactions, forex trading platforms, and account management.
- Ability to manage multiple customer interactions simultaneously and prioritize tasks effectively in a high-paced environment.
- Proficiency in using customer support software, CRM systems, and communication tools.
- Patience, empathy, and a customer-first attitude, especially when dealing with financial and trading-related concerns.
- Ability to work flexible shifts, including weekends and holidays, if required.
Preferred Qualifications:
- Familiarity with the functionality of forex platforms, trading accounts, and understanding forex market operations.
- Experience working with financial products, including currency pairs, market orders, and trading strategies.
- Experience in SaaS or tech support environments, especially those related to financial services or forex platforms.
Benefits:
- 13th
salary - Monthly allowance towards gym membership or health insurance coverage (after probation period).
- Additional personal leave of 2 additional hours per month for, totaling an extra 3 days per year.
- Complimentary breakfast and lunch on designated days every two weeks, daily refreshments and snacks.
- Career growth opportunities and a supportive environment.
- Employee discount scheme
Apply now via Emerald Zebra, by sending your CV to Margarita Savva: margarita.savva@emeraldzebra.cy
